Job Description

Total Experience- 3 Years and above Location: - Pune Rotational shift 24*7 As 24/7 Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests. This means handling a wide variety of requests. The Customer Service Desk will be single point of contact to create a reactive incident ticket within 15minutes on Email / Chat or Phone call. As 24/7 Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests.

• To provide First Line Support and resolve a high percentage of incoming Support requests calls, Emails and Chat upon the first contact.

• To answer incoming calls and record details of fault/request on trouble ticketing tool - a high level of detail and accuracy is required. To appropriately fulfil all requests that come through to the Customer Service Desk.

• To follow procedure, maintain documentation and standards and to collate and submit asset information as required.

• Assess the business impact of IT Incidents and accurately follow escalation procedures as directed.

• Communicate status updates to users and carrying out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents.

• To work under the direction of the Customer Service Desk Manager and Customer Service Desk Team Leaders

• Management SLA's and in providing accurate management information and reports.

• To use the Knowledge Base and contribute to keeping it relevant and up to date.

• To be fully conversant with Incident Management and CSC SLA's and supporting documentation.

• Any other duties required to meet the SLA's/KPI's and Business Objectives of the Customer Service Desk.

• Additional

Additional

• A keen interest in IT and a decent working knowledge of computers and related technology.

• A willingness to use initiative and provide a personal service to individual customers if required.

• The ability to demonstrate teamwork and being respectful of others.

• History within an International Customer Service environment and an excellent level of communication via phone and email.

• To be able to learn quickly and calmly manage a workload within a high-pressure environment.

Minimum Requirements:

• Experience: 3+ years in similar customer service role supporting international clients

• Language: Proficient in English (Written and Verbal)

• Education: Degree preferred

• Availability to work: Immediate (Preferred)

• Shift Flexibility: Should comply with 24/7 schedules

Job Type: Full-time Salary: ?500,000.00 - ?600,000.00 per year Benefits:

• Health insurance
• Paid time off

Schedule:

• Rotational shift
• UK shift
• US shift

Supplemental pay types:

• Performance bonus
• Yearly bonus