
Customer Experience Champion
4 days ago
As an IT Support Specialist, you will play a critical role in providing direct technical assistance to customers via phone, email, and chat. You will identify issues, create Service Requests or Incidents based on the issue type, and provide L1 resolution.
Required Skills and Qualifications- Technical and Professional Expertise: Customer handling skills & good communication skills (Fluency in English and Hindi is a must)
- Incident Management: Knowledge on O365, MS Office Suite, Active Directory, Hardware and Software related troubleshooting skills
- Communication Skills: Unparalleled listening and comprehension capabilities
- ITIL Basic Knowledge: Proficient in handling customer queries
You will have the opportunity to work diligently towards achieving KPIs/SLAs as part of a multi-skilled team. Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
Others- Flag any priority incidents immediately to the SME
- Ensure Incident records are kept up to date throughout the life of the Incident
- Execute required tracking of knowledge base usage and opportunities
- Monitor auto-generated incidents from event / monitoring
- Understand and operate escalation procedures
Role: IT Support - Other
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: Any Graduate
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