Customer Service Expert
7 days ago
Job Title: Help Desk Support Specialist
Description:
We are seeking a skilled Technical Support Professional to join our team as a Help Desk Support Specialist. The successful candidate will be responsible for providing exceptional customer service and technical assistance to our clients.
Responsibilities:
- Maintain high efficiency in handling escalated calls from the L1 team.
- Resolve tickets within agreed SLA of ticket volume and time.
- Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements, and company policies.
- Ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases.
- Update worklogs and follow shift for escalation process and process compliance.
- Handle all the queues efficiently and work towards case closure.
Requirements:
- Excellent communication skills with international voice support experience.
- Hands-on experience in Mobility related Application & Desktop/General system related issues.
- Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
- In-depth experience knowledge on MS office/O365.
- Experience in Telecom will be an added advantage.
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