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Customer Support Specialist

2 months ago

Mysore, India hcl-technologies Full time
Designation: Customer Support Desk (Agent)
About the Role: Below are some of the responsibilities of Support Engineer:
Inbound Phone Handling:
Answer inbound phone calls
Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request
Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
Guide customers on self-service enablement
Advise customers on SR/ASR/Incident priority validating business justification
Upgrade/downgrade ticket priority for incidents aligned with business justification
Support customer queries on lead time
Support customers in finding the right stakeholders to connect with
Guide customers how to schedule an expert consultation
First Level Resolution and Dispatching:
Monitor inbound e-mails and manually create cases where automated case creation fails
Answer customer queries on the Roles and Responsibilities Excel
Monitor unassigned cases and service request tickets
Dispatch cases to regional CoEs and assign cases and service request tickets to processors
Support the shift coordinators and global head with operational activities
Ramp up quickly on the technical and functional domains
Identify, analyze, and resolve customer issues, independently
Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation
Required Skills:
Ability and willingness to learn fast and quickly adopt to change
Ability to consume, digest, and analysis from multiple systems of record
Ability to quickly analyze complex situations and find potential solutions/ next steps
Experience with guided troubleshooting
People-orchestration and coordination skills (pulling in the right experts at the right time, navigating the back-end support org)
Qualifications: Bachelor's Degree
Overall Experience: 2+ years customer support / technical support experience
Shift Timings: 24x7