Helpdesk Associate

2 days ago

Pune, Maharashtra, India Sakon Full time ₹ 9,00,000 - ₹ 12,00,000 per year
  • We are looking for an Associate/Senior Associate-Helpdesk profile to support our SaaS product (Mobility Practice). The Mobility Support Team plays a key role in managing the support & operations for platinum & gold enterprises and its partners clients throughout the client lifecycle.
  • This is an individual contributor role, and the candidate will be working closely with Team Manager to support multiple clients to ensure the smooth functioning of ongoing operations and resolution on queries on time.
  • Understand Sakon Mobility application and key functionalities required for regular functioning & operations Work closely with the Ops team & cross-functional teams to serve client requirements as per agreed quality and delivery SLAs (as individual contributor)
  • Ability to work with Patience, kindness and understanding as few groups of users may not have used a mobile device or computer before.
  • Ability to quickly learn how to troubleshoot devices and laptops with only pictures and step by step instructions.
  • No devices at hand will be available to learn about the device and its settings.
  • Identification, prioritization and resolution of reported problems through various mediums (platform, emails, calls, chats) and responsible for the closure of request with the specified SLA.
  • Working closely with the international telecom carriers/ service providers to act the requests and incidents raised by customers. Activities include:
  • Recognition, research, resolution, and follow-up steps,
  • Troubleshooting device issues reported by the users,
  • Acting as a liaison between customers and departments within the organization
  • Working customer service/tech support via incoming phone calls and chat is preferred Identify and assist to resolve all issues identified during regular operations. No scripts are used. You must be able to ask questions as necessary and move the call to resolution.
  • Chat support.
  • Ticketing all calls, chats, and emails
  • email support in English and as necessary translated to user's language using a translation tool.
  • Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables to client.
  • Communicates escalations / issues to Managers and Ops team in a timely manner, ensuring that all communications are professional and accurate Act as a single point of contact for managing the communications with the client.
  • Candidate should be willing to work in Evening, Night, and weekend Shift.
  • Additional Languages in additional to English such as Spanish, Portuguese, French, German, Polish are encouraged to apply.

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