This is a full time remote job
Job Description
Job Summary
- You will be responsible for providing helpdesk support for business users and be the single point of contact between the technical support teams and the customers.
- You will ensure proper and timebound closure of issues and service requests through troubleshooting and escalations.
Reporting Structure
- This job reports to Team Lead – Customer Support.
Job Objectives
- Enhance and improve customer experience by effectively and timely resolving customer complaints and queries, understanding the customers' needs and providing appropriate solutions to ensure customer satisfaction.
- Troubleshoot technical problems faced by business users and escalate complex issues to the technical support teams for resolution.
- Effectively communicate customer concerns, requirements, and feedback to the support teams.
Job Responsibilities
Customer & Technical Support
- Provide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, WhatsApp, Monitoring alerts.
- Respond to customer issues / queries efficiently & accurately and accordingly close service requests with first line support or escalate to concerned team depending on the service request/issue.
- Perform remote troubleshooting as a first level through diagnostic techniques.
- Provide accurate information on IT products and services.
Issues Monitoring
- Track and follow up with technical teams till the issue is resolved and service request is closed.
- Handle communication with stakeholders and provide regular updates for reported issues.
- Manage Incidents, Problems, Change and Service Requests.
- Share any feedback or suggestions from the customers with the appropriate internal team.
- Monitor the alerts raised by Monitoring tool and escalate to next level for recovery.
- Monitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelines.
Documentation & Reports
- Prepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Lead/Management.
- Create and log issues and their resolution in the centralized Customer Service Portal.
- Categorize reported issues with correct impact and urgency as per best ITIL practices.
Job Requirements
Educational Qualification
- Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors.
Licenses & Certifications
- Knowledge of ITIL methodologies (ITIL Foundation level) preferred.
Previous Work Experience
- Fresh Graduate/ 0 to 3 years of experience in customer service.
- Prior experience in IT Service Management Ticketing tools and process is preferable.
Work Requirement
- Should have the flexibility to work in shift system (Weekends / holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps.
Skills and Abilities
- Customer-oriented, with ability to manage difficult customers.
- Have a positive, empathetic and professional attitude toward customers.
- Efficient, enthusiastic and detail oriented with problem solving ability.
- Ability to build strong working relationship with clients and internal team members.
- Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure.
- Good understanding of computer systems, mobile devices and other technology products.