Customer Service Advisor

**Key Responsibilities**:

- Providing first-line investigation and diagnosis
- Ticket logging and ownership including routing/assigning/escalating in between teams
- Diagnose an issue and search the relevant information through tools provided
- Resolve basic computer/laptop hardware, OS and browser issues remotely, if required access client system via remote desktop tools and troubleshoot to resolution
- User Account Management
- Tracking ticket during its lifecycle.
- Conducting customer and user satisfaction surveys / call-backs as agreed
- Managing personal and Common Mailbox.
- Searching KB/KEBD for solutions.
- Individual reporting on self-workload.
- Adhering to SLAs and compliance.

**Job Requirements**
- Computer usage proficiency
- Familiar with MS office tools like outlook, excel, word. Able to log tickets on ITSM tools.
- Ability to troubleshoot and resolve Basic computer Hardware, OS and browser issues
- Fluent in written and spoken English
- Customer handling skills
- Multi-tasking and displays ownership.
- Working in a team
- Previous experience of Call Centres in Technical support or Service Desk(1 year + exp preferred)
- ITIL V3 trained/certified (preferred)
- Experience in Microsoft Office 365

**Desirable skills**:

- Experience in a Service Desk/Technical Support environment
- Knowledge of ITIL methodology
- Not Mandate
- Familiarity with common commercial software products - Good to know
- User Account administration - Good to Know
- Familiarity with telecommunications services including VOIP, wireless and video conferencing.
- Familiarity with security services including Anti-Virus, VPN, OTP tokens and Digital Certificates.
- Knowledge of databases.

**Position Type**: Full Time

**Job Type**: Experienced & Freshers

**Education**:Any Graduate / Undergraduate

**Shift**: Rotational

**Salary**: ₹250,000.00 - ₹300,000.00 per year

Schedule:

- Rotational shift

Ability to commute/relocate:

- Bahadurpalli, Andhra Pradesh: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

Willingness to travel:

- 100% (preferred)