Associate - Service Desk

Associate - Service Desk

Role: Contact Center – Customer Support

Designation: Tr. Customer Support Representative – Mobile Support

Level 1

Department: Operations

Reports to: Team Leader

Summary:

Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing “white glove” customer service and satisfaction.

Responsibilities:

• Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
• Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
• Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.
• Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc)
• Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
• Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
• Utilize resources to manage transactions, escalating issues appropriately.
• Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
• Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations.
• Display professional, positive, and courteous phone etiquette.
• Resolve caller's issue accurately and efficiently to minimize call backs.
• Understand and proactively addresses user's concerns, identifying the root of the issue.

Skills & Qualifications:

• Excellent Verbal and Written Communication and Customer Support Skills
• Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred
• Fair understanding of android and iOS phones is preferred
• Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays
• Computer literate
• Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage

Education:

• High School pass is minimum requirement with Excellent Communication skills
• BSc, B.Com and BA or Diploma holders (12+3 years of education).

Working conditions and requirements:

• Training and work location from office.
• Should be ready to work in a 24x7 environment with rotational shifts
• Work From Home will be at company’s discretion
• Should have a reliable and fast WiFi connection at home.
• Should be ready to connect via video during training and 1 on 1 discussions.
• Should have a safe and suitable work environment at home
• Should be able to work as per the break/lunch timings allocated by the supervisor

Selection Criteria:-

• V&A Assessment
• Interview