Desktop Support - Navi Mumbai, Maharashtra, India - HIRD Services Pvt ltd
Description
Ask
Language:
Proficient in English (Read + Write + Speak)
Shift - Rotational
Experience:
Minimum 1 years working for a Voice Technical Support
Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.
Major activities:
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Ask the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the inquiries to Resolver Groups as appropriate
- Reroutes misdirected calls
- Escalates tickets which have not been resolved by SD, by Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database.
Pay:
₹700,000.00 per year
Day range:
- Weekend availability
Shift:
- Rotational shift
Application Question(s):
- What is your current salary?
- Total years of exp. do you have?
- What is your Date of birth?
- What is your Current location?
Education:
- Bachelor's (preferred)
Experience:
- Ticketing tool: 1 year (preferred)
- International Desktop support: 3 years (preferred)
Work Location:
In person
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