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Team Member Customer Helpdesk

4 months ago

Navi Mumbai Maharashtra, India Yotta Infrastructure Full time

We are Hiring for Team Member of Customer Helpdesk

Job Scope:
The Team Member of Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.

Job Responsibilities

Answer / reply on customer phone calls & mails.

Understand the customer request / incident and create a ticket and map it to the correct technical teams.

Coordinate with customer, internal tech teams, vendor team, cross department.

Maintain the Response & Update SLA.

Publish communication based on activities, incident, etc.

Educate customer on Yotta's customer portal.

Make the shift in charge aware of alerts generated which are critical.

Coordinate with cross department as and when required.

Every communication to be documented on mail.

Identify issue which are a hindrance in day-to-day operations and have it added in the Shift lead’s tracker.

Alert the Shift In charge based on criticality of Alert / customer’s mail.

publishing reports in every shift.

Ensure Compliance to all the management systems of the organization

Good to have Skills:
Routing protocols: OSPF, EIGRP, BGP, etc.

Good command on communication skills i.e., verbal & written.

Good analytical skills.

Basic awareness of all the technologies

Good at Excel

Awareness on Environmental, Health and Safety, Energy, Information Security, Quality, Service Management, Business continuity and other management systems of the organization.

Behavioral Attributes:
Action Orientation & Accountability

Art of Skillful Conversation

Creativity & Problem Solving

Business Acumen

Dealing with ambiguity

Learning on the fly

Building Trust

Customer Focus

Intellectual Horsepower

Prioritizing, Planning & Organizing

Process-Quality Excellence

Listening, Sensing, Observing

Building Collaborative Relationships

Qualification and Experience:
Bachelor's degree in computers BCA/ BSCIT /BSC in Computer

1-4 years of experience