Job Description - Helpdesk Executive • Initial Contact Customers call in to the help desk and state the nature of their problem. The front-line analyst identifies the information such as customer contact details, the nature of the query or complaint and the location of the store. Then analyst logs the complaint into FCS software online. • Assign Priority The initial probing assesses and assigns call priority based on criteria that the company has set in place. Priority labels may include power failure, critical situation, regular scheduled service and planned events. Analyst assigns complaints to the desired department and obtains complaint number automated. For ex. (Power failure complaints gets assigned to Electrical department). • Documentation Customers may have more than one problem, regarding different issues or equipment. Helpdesk Analyst log all complaints into FCS software with automated complaint’s numbers, allowing each issue to move separately on to the appropriate department. • Problem Solving The goal of the help desk analyst is to solve the problem to the customer's satisfaction by resolving the issue and providing feedback. That entails having a clear understanding of what the customer wants and, occasionally, what he/she did to find herself in this difficulty. • FCS working Once the complaint gets logged in FCS software then it gets assigned to desire department with given deadline. Then the supervisor of that particular team acknowledges the complaint and start working on the same. Once the complaints get resolved they closed it on FCS software by adding a remark and providing after picture. After that helpdesk analyst check that if complaint is closed properly as per client satisfaction and do inspection of it by clicking on Inspection done on FCS software. • Complaint Escalation Procedures facilitate moving problems to more advanced and experienced teams when initial help levels cannot resolve them in the given timeline. There are five levels of escalation to solve problems in particular technical areas. • Feedback of the Customer Getting the information of the resolving the problem helpdesk personnel call the complainer to take the exact feedback through VOC (Voice of the customer) and add the remark in the FCS software.

More about this Receptionist / Front Office job

Superseva services private limited is aggressively hiring for the job profile of Receptionist / Front Office at Delhi-NCR in Noida Sector 18 locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 24,000 INR and can go up to 25,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have completed Graduate degree and people who have 1 to 31 years are eligible to apply for this job. You can apply for more jobs in Delhi-NCR to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job. 4. What are the timings of the job and how many working days are there? Ans. It is a Full Time job having timing from 9 AM - 6 PM and will have 6 working days i.e., Monday - Saturday. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Delhi-NCR at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 15-Apr-2022. For more details, download apna app and find Full Time jobs in Delhi-NCR. Through apna, you can find jobs in 74 cities across India. Join NOW!