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Service Support Representative

2 months ago

delhi, India Unisys Full time
location - Bangalore
minimum 1 year exp in any field
CTC - 4.17 lakh annually
2021, 22, 23 pass out graduates
Please share your cv to
Degree – Non-engineering graduates with below criteria.
Good communication skills, along with email writing or phone etiquette.
Open to any shifts, Rotation and weekend working but only 5 days.
Understand the SLA's and Service Delivery system to give the excellent customer satisfaction.
Key Responsibilities/Outcomes :
Support on 1st Level.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases.
• Aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps – if ticket needs to be dispatched.
• Follow up Service Centre cases and requests to completion.
• Provide clients with problem reference numbers and request numbers.
• All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis.
• Escalate tickets as needed if on-site support is required.
• Understanding of SLA requirements for the client.
• Assist in cross training and communicate quick fixes.
• Manage time and workload to meet predetermined service levels-
• Maintain data accuracy in Service Centre through contact validation.
• Discover and document process and procedures which need to be published to the team or on the Knowledgebase.

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