Customer Service Specialist

2 weeks ago


bangalore, India Unisys Full time

Job Summary:

- Graduates who completed their degree in 2022 or 2023 with a minimum of 1 year of experience are only eligible to apply.
- A minimum of 1 year of experience in any domain is required to be eligible for this role.

Key Responsibilities:

- Provide first-level support by responding to and resolving customer requests in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Must be logged into the call system so that HHO’s can be received
- Consistently achieve First Contact Resolution performance metric
- 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.
- Enter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a lower level.
- 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.
- Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked).
- Understanding of SLA requirements for the client.
- Understand the various media sources that interface with the Service Desk.

Key Qualifications:

- Graduates who completed their degree in 2022 or 2023 with a minimum of 1 year of experience are eligible to apply.
- 1 year of experience in IT Service Desk or previous experience providing Level 3 support for MS Office, MS Exchange, and MS Windows networks.
- Working knowledge of data and voice network concepts



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