Senior Executive Support Specialist

2 days ago


Chennai, Tamil Nadu, India beBeeCustomerCentric Full time ₹ 9,00,000 - ₹ 12,00,000
Executive Role

A key position for an Executive to provide exceptional customer service and technical support.

Duties:
  • Ticket logging for all issues and requests received
  • Ensure standard helpdesk SLAs are adhered to - adhere to FCR
  • Log tickets with correct priority and category
  • Assign tickets to correct bins and follow up
  • SPOC for taking all calls from IT users limited to scope of work
  • Prioritize incidents/SR/CR via Helpdesk tool
Requirements:
  • Effective written and verbal communication in English
  • Ability to handle international customers calling in and understand US voice accents with at least two+ years in voice process
  • At least one to two years working experience on a reputed ITSM tool (Service now/ JIRA/ SolarWinds/Remedy, etc)
  • Basic Business Etiquette
  • Understanding of Incident Management processes in a large enterprise
  • Relevant experience in contributing to first call resolution(FCR) MTTR, CSAT on Helpdesk calls
  • Customer Centric approach

This role requires 2-5 years of experience. Relevant experience in working with cross functional teams is desired.



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