JOB ROLE: Associate Service Desk Specialist
Location work from home
JOB DESCRIPTION:
- Answers inbound customer calls and/or transforms information from any customer service channel into the ticket system.
- Checks to ensure reported incidents are covered by contract and that all caller information, including address details, are correct – retrieves customer agreement on cost if no contract exists.
- Engages with customers to further understand reported issues and provide guidance, according to solution tree and knowledge base protocol, to diagnose and solve incidents (i.e., password resets, software configuration, etc.).
- Uses remote tools to troubleshoot, analyze and resolve technical issues.
- When resolution is unsuccessful, escalates issues according to established procedure and informs customer of next steps.
- Monitors the Universal Work Queue (UWQ) revision of assigned tasks, creating and updating tickets to reflect changes (i.e., cancelations, additional information). * Informs manager or dedicated IRM team in case of customer escalations.
- Documents all activity and updates the appropriate knowledge management, reporting and other systems.
- Ensures high levels of customer satisfaction at all times.
Education Required:
- 12th pass
- diploma
- Bachelor’s Degree
Skills Required:
- Native Speaker quality in required local language/primary language.
- English language skills are additionally implied.
- PC literacy, especially usage of Microsoft Office package.
- Willingness to work in shift models, based on customer requirements.
- Industry Knowhow preferred.
- Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.
