Desktop Support
4 days ago
Ask**Language**: Proficient in English (Read + Write + Speak)
**Shift - **Rotational
**Experience**: Minimum 1 years working for a Voice Technical Support
**Role purpose**: Answer calls and Service Requests from end users and track status and progress to resolution.
**Main responsibilities**: Adherence to policies and procedures, closure of open calls after resolution.
**Major activities**:
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Ask the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the inquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, by Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database.
**Salary**: ₹700,000.00 per year
Day range:
- Weekend availability
Shift:
- Rotational shift
Application Question(s):
- What is your current salary?
- Total years of exp. do you have?
- What is your Date of birth?
- What is your Current location?
**Education**:
- Bachelor's (preferred)
**Experience**:
- International Desktop support: 1 year (preferred)
Work Location: In person
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