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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