Urgent: Help Desk Support

Job Description

EF&T is Telecommunications and ICT Services company a subsidiary of Australian based company Efiniti Telecommunications Services Ltd - a trusted name in the Telecommunications and ICT sector since 2006.

We are looking for a driven and customer-focused Help Desk Support to join our team. In this role, you will be the first point of contact for both new and existing clients, delivering prompt and professional support across live chat, phone calls, and emails. Your responsibilities will include addressing sales inquiries, assisting with service-related concerns, resolving issues, and providing accurate information about our products and services.

The ideal candidate will have a passion for customer satisfaction, excellent communication skills, and a proven ability to deliver exceptional service experiences in a fast-paced environment.

Employment: Full Time

Location: Bangalore, India

Role & Responsibilities

- Respond promptly and professionally to customer inquiries via chat, email, and phone.
- Assist customers with product selection, availability checks, order placement, and service scheduling.
- Provide first-level technical support and troubleshoot common issues; escalate complex cases to relevant teams.
- Maintain accurate and up-to-date records in CRM/helpdesk systems.
- Achieve individual and team KPIs for customer satisfaction, response times, and resolution rates.
- Handle queries related to technical support, installations, provisioning, and account management.
- Support transition or migration activities when customers adopt new products or services.
- Build positive relationships with customers and internal stakeholders through clear communication.
- Collaborate with cross-functional teams to resolve service requests in a timely manner.
- Use internal tools to track, manage, and report on service requests and workloads.
- Gather and analyse customer requirements to ensure efficient provisioning and service delivery.

What We're Looking For

- Experience in customer support or helpdesk, preferably in telecom or ISP industry.
- Excellent communication skills (written and verbal) in English.
- Comfortable managing chat, email, and phone-based support.
- Basic understanding of broadband internet services.
- Tech-savvy with strong typing speed, multitasking, and troubleshooting ability.
- Strong customer service focus with a proactive, positive attitude.
- Ability to work independently or in a team, with strong problem-solving skills.
- Organised with high attention to detail, accuracy, and time management.
- Adaptable to a fast-paced, changing environment.

Education & Certifications

- Bachelor's degree in IT, Computer Science, Business Administration, Communications, or related field.
- Diploma or certification in Customer Service, IT Support, or related area (advantage).
- ITIL Foundation certification preferred.
- CRM/Helpdesk tool certifications (e.g., Salesforce, Zendesk, Freshdesk) an advantage.

Ready to Apply

If you're enthusiastic, customer-oriented, and looking to grow your career in the customer service industry, we'd love to hear from you

You can apply directly by clicking Apply for this job, or email your updated resume to [Confidential Information]

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At EF&T, we embrace and celebrate diversity and are committed to providing a safe, inclusive, and equitable workplace for all.

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