Customer Support Associate

2 days ago

Noida, Uttar Pradesh, India MNR solutions pvt Full time

Position- Customer Support Associate

Experience- 1-4 Years

Location- Noida

Shift- US Shift

Experience- Workforce Management, Quotation Close .

Job Responsibilities:

  • Responsible for managing all stages of requisition activity using VMS technology &in-house portals; adhering to industry standards and company policy. This includes handling day to day Client & Freelancer/ Vendor Queries for workforce procurement, sourcing of candidates and interview coordination etc.
  • Directly (via Job boards, Freelancer Field Service portals, LinkedIn etc.)
  • Vendor Partners.
  • To complete required login hours on daily basis, maintain self-discipline and attendance Schedule Adherence, Maintain a Daily Task Tracker
  • Address the client queries and provide solutions within the TAT (Turnaround time)
  • Maintain the entire service function experience.
  • Adhere to the Service Level Agreement (SLAs)
  • Address any problems or grievances to the reporting manager that may have a bearing on productivity or efficiency.
  • Attaining Quality Threshold with respect to quality assurance and critical errors
  • Ensuring briefing schedules are adhered to and attend 100% of the time.
  • Ensure that the existing processes are strictly followed for Service Delivery
  • Follow Standard Operating Procedures (SOP) to ensure execution and compliance of overall process cadences for MVP Team.
  • Ensure timely execution of initiatives, incidents, and problems, and address operational issues.
  • Execute performance management initiatives and KPI´s.
  • Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry.
  • Ensure the Technicians (Vendor or Freelancers) are assigned on the jobs as per SLA, as and when escalated.
  • Good to have hands on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc. Should be portal savvy.
  • Ensure that appropriate approvals are in place before executing documents.
  • Good to have prior knowledge of Background verification requirements and drug test asper local country law.

Job Type: Full-time

Work Location: In person

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