Help Desk Support Specialist

Position: Associate-HelpdeskJob Location: Pune, India (Hybrid)Shift Time- Rotational Shifts including night shifts.About Sakon:Sakon ( simplifies how businesses around the world Understand, Manage and Transform their Communications and Cloud Ecosystems. One of the world's top SaaS companies in our markets, Sakon is a leader in managing communication services and costs, mobility, and cloud services, Sakon has 200 large enterprise customers spanning virtually every country across the globe. Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.About the Job:The Mobility Support Desk is the centralized support hub that bridges the gap between clientemployees and technical solutions. It's the first point of contact for users facing issues withtechnology, software, or services.Role Overview:1) This role will handle and take ownership of multiple customer support activities toinclude receiving incoming calls, chats, emails &tickets to provide end-to-end Technicaland general support resolution to the end user.2) Will interact with mobile phone carriers & other departments to resolve mobile servicerelated issues.3) Adhere to the business rules & policies as dictated by Sakon and The Client in the jointoperations document.4) Ensuring SLA's and KRA'smeet day to day, month to month.What will you do:We are looking for Portuguese/Spanish & English-speaking candidate to support our SaaSproduct (Mobility Practice)1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues2) Answer incoming calls & chats.3) Troubleshooting device and networking issues reported by the users, acting as a liaisonbetween customers, mobile carriers, client policy and internal Sakon teams to provideaccurate and timely resolution.4) Working customer service/tech support via incoming phone calls, email and chat.5) Identify and assist to resolve all issues identified during regular operations. No scriptsare used. You must be able to think on your feet and ask the appropriate questions toidentify and resolve the issue as it arises.6) Ticketing all calls, chats and email support in English and Portuguese/Spanish7) Review deliverables ofsupport team members and provide the required support andguidance to ensure timely deliverables to client.8) Communicates escalations/ issuesto Managers in a timely manner, ensuring that allcommunications are professional and accurate.9) Act as a single point of contact for managing the communications with the client.Skill set & Qualifications:1) We are looking for Portuguese/Spanish & English-speaking candidate to support ourSaaS product (Mobility Practice)2) Candidate should be willing to work in 24/7 rotationalshift.3) Extremely organized with an appreciation for process and documentation4) A team player who thrives in a kind and collaborative environment.5) Ability to quickly learn how to troubleshoot devices and step by step instructions.6) Identification, prioritization and resolution ofreported problemsthrough various7) mediums (platform, emails, calls, chats) and responsible forthe closure of request withthe specified SLA.8) Working closely with the international telecom carriers/ service providersto resolve therequests and incidents raised by customers.9) Technical Support experienced highly regarded.Benefits and Perks
• Flexible Holiday Policy (choose your own holidays)
• Hybrid Working Options
• Life & Medical Insurance
• Focus on Skill Development, Re-imbursement for Certifications
• Wifi-Mobile bill reimbursement
• Employee well-being activitiesHow to Apply and Interview Process:To apply, kindly share the resume with Process:Level 1 operations/ Technical RoundLevel 2 operations/ Technical RoundLevel 3 operations/ Technical RoundHRBP Round – Salary discussion & Cultural fitment checkConsent : We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.

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