Attend and resolve problems reported by end users on telephone / email /Chat.
Ensure that calls/Emails received at Service desk are responded in specified time frame and resolved /escalated. Record all calls/Emails into the tool(s) provided.
Adhere to the predefined guidelines of call/email management process.
Check and follow-up on outstanding cases
Escalate unresolved calls/Emails to the appropriate teams such as circle desk side teams or application support teams.
Ensure that calls / emails as responded per SLAs defined.
Flexibility to changes in shift schedules, as dictated by Management, is required
Meet targets of First Call Resolution and Customer Satisfaction for Voice as well as Email.
Must Have :
Should have good enperiance in troubleshooting issues like outlook or browser related for both desktops and laptops.
Should have good knowledge on Microsoft Office and Operating system.
Experience and basic knowledge on Windows Operating Systems and Internet applications.
Good Communication and Interpersonal Skills
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Good to Have :
Ticketing Tool Knowledge
Process analysis
Ability to research and troubleshoot the general issues (Outlook, browser related).
Confer with HD Supervisor to identify trending problems and work to develop solutions to open issues
Skills
Email Management
Interpersonal Skills
Troubleshooting
Functions
Engineering
Job Overview
Job Type:
Full-Time
Company
Abhidi Solution
5 active jobs
Industry:
Technology
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