3a- Agent L1.5 Helpdesk

5 days ago

Bengaluru, India aNumak & Company Full time

**Role Information**

**3A- Agent L1.5 helpdesk**

**Role Designation**

Senior Technical Executive

**Position Summary**
- Execute transactions as per prescribed guidelines and timelines. Follow predefined procedures with the objective to meet performance parameters.

**Required skillset**

**Communication and Customer Service Skills**
- Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
- Display Ownership and accountability
- Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
- Excellent comprehension and articulation skills
- Excellent communication skills verbal and written
- Demonstrate positive attitude
- Willingness to learn and open to feedback
- Helpful
- Patience and perseverance

**Analytical and Problem solving skills**
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
- Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently
- Able to identify sales opportunities and upselling

**Time Management Skills**
- Being proactive and show the utmost respect for customer’s time
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask

**Computer skills**
- Knowledge on basic concepts of networking.
- Working knowledge of MS Office
- Technical knowledge/expertise to support technical help related queries and trouble shooting.
- Should be process oriented, have knowledge of ITIL framework, metrics, and experience in production support
- Minimum 2 + year experience in a L1 desk / tech support process providing remote support for Network Issues / Open Text / CRM support /HRC /DocuSign / Payroll app support, etc.

**Additional Desired Experience and skill set for ESD**:

- Knowledge of S&P Domain, Applications
- Knowledge of S2P, O2C Domain, Applications
- Knowledge of SAP ECC. SAP SD or MM
- SAP SRM
- Ariba network

**Job duties and responsibilities**
- Effectively resolve L1 helpdesk queries as per deliverables outlined
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure that performance parameters are met to meet SLA targets
- Ensure customer/user confidentiality and data protection at all times

**Education and other requirement**
- Graduation/ Engineering Graduate/ B.Sc. (Computer Science) or any technical degree/diploma required.
- 3A - Experience >18 months
- Willingness to work in rotational shifts/Night Shifts

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