Global Technical Support Specialist

1 week ago


Madurai, Tamil Nadu, India beBeeCustomerService Full time ₹ 60,00,000 - ₹ 1,20,00,000
Service Desk Analyst Job Description

Job Summary:

This role involves handling escalated calls from L1 teams, resolving tickets within agreed SLAs, and adhering to quality standards. The ideal candidate will have excellent communication skills, international voice support experience, and knowledge of IT service management principles.

Key Responsibilities:

  • Maintain high efficiency in handling escalated calls.
  • Resolve tickets within agreed Service Level Agreements (SLA) of ticket volume and time.
  • Adhere to quality standards (voice and accent, technical monitoring), regulatory requirements, and company policies.
  • Ensure positive customer experience through defined resolution rate and minimum average handling time (AHT).
  • Update worklogs and follow shift for escalation process compliance.
  • Handle all queues efficiently and work towards case closure.

Required Skills and Qualifications:

  • Excellent international voice and non-voice communication skills.
  • Strong problem-solving skills with attention to detail.
  • Ability to work under pressure and meet deadlines.
  • Knowledge of IT service management principles and practices.

Benefits and Opportunities:

  • International voice and non-voice experience is a must.
  • Hands-on experience in mobility-related applications and desktop/general system issues.
  • Good experience in troubleshooting Outlook, VPN, Citrix, VDI-related issues.
  • In-depth knowledge of MS Office/O365.

How to Succeed in This Role:

  1. Develop strong problem-solving skills with attention to detail.
  2. Improve your ability to work under pressure and meet deadlines.
  3. Enhance your knowledge of IT service management principles and practices.


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