Customer Care Executive

2 weeks ago

Bidhannagar Kolkata West Bengal, India iMerit Technology Services Pvt. Ltd Full time

**Job role: Customer Support Tech**

**Overview**

iMerit is seeking Customer Support Techs to join one of its client in their Service Desk Operations. They are responsible for resolving problems faced by the client’s customers by identifying and analyzing issues and answering questions regarding system use.

**Location**: Saltlake, Kolkata

**Designation**: Executive/ Sr. Executive
- ITES
**Salary**: maximum up to 25 K Net (depends on experience)

**Shift**: Rotational shifts (No Night shift for Girls)

**Work mode**: Work from Office

Interview Rounds: 1. Writing Test -> 2. Ops & L&D Round-> 3. HR Round

What are we looking for?

**Fluent English speaker - **This is a must.
- **Ticketing Tool Experience -** Freshdesk would be great. But having know how on such systems helps.
- **Grammar enthusiast** - Do you know the difference between "your" and "you're" like the back of your hand?
- **Tech-Savvy** - Is your CTRL or CMD button worn down? Have you ever embedded anything into your own website? Can you troubleshoot like no other?
- **Attention to detail** - Did you notice "detail" is misspelled.
- **Team Player** - Can your colleagues rely on you to provide your best work, and always put the team first? Do you challenge them to do the same?
- **Flexible **- Testing your adaptability to work in a 24X7

**Responsibilities**:

- Provide semi-technical assistance and support for resolving issues and fulling service requests related to customer enquiries.
- Monitor problem reports, queries and service requests received through service desk portal.
- Triage and analyze problem reports, queries and service requests.
- Communicate with users as required to clarify problem reports and service requests.
- Run diagnostic programs to resolve problems.
- Resolve problem reports, answer queries and fulfill service requests or escalate them to Level 2 technicians when required.
- Adhere to resolution time SLAs prescribed by the client with Customer Satisfaction.
- Reassign tickets as required to minimize length of technician ticket queues.
- Keep users informed of actions being taken when resolution time exceeds SLAs.
- Follow up with customers to ensure queries have been resolved and requested services completed.
- Contribute to knowledge base documenting resolutions and procedures for common types of problems, queries and service requests.

**Qualifications**:

- Bachelor’s degree in computer science or information technology or equivalent.
- Excellent communication and customer relationship/service skills.
- Ability to make informed decisions quickly regarding triage, resolution and routing of tickets.
- Logical thinking required to troubleshoot problems.
- Ability to multi-task.
- Ability to work a rotating schedule including nights and weekends.
- Familiarity with Windows
- Familiarity with MS office or its equivalent.
- Familiarity with web-based hosting platforms preferred.
- Familiarity with network monitoring tools preferred.

**Salary**: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund
- Work from home

Schedule:

- Day shift
- Evening shift
- Morning shift
- Rotational shift

Supplemental pay types:

- Overtime pay
- Performance bonus
- Shift allowance
- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 1 year (preferred)
- total work: 1 year (preferred)

Work Location: In person

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