Technical Support Specialist

1 week ago

Kolkata, West Bengal, India beBeeTelecom Full time ₹ 9,00,000 - ₹ 12,00,000
Job Overview:

As a Service Desk Analyst, you will be responsible for providing high-quality technical support to our customers. Your role will involve resolving complex issues and ensuring a positive customer experience.

Key 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 best practices
  • 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 queues efficiently and work towards case closure
Requirements:
  • Excellent Communication 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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