Requirements
Bachelor's Degree in Information Systems/Computer Science/Programming Diploma or related majors. Knowledge of ITIL methodologies (ITIL Foundation level) is preferred. 0 to 3 years of experience in customer service. Prior experience in IT Service Management Ticketing tools and process is preferable. Flexibility to work in shifts, including weekends and holidays, to provide 24x7 availability.
Description
This is a full time remote jobJob DescriptionJob SummaryYou 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 SupportJob ObjectivesEnhance and improve customer experience by effectively and timely resolving customer complaints and queries, understanding the customers needs and providing appropriate solutions to ensure customer satisfactionTroubleshoot technical problems faced by business users and escalate complex issues to the technical support teams for resolutionEffectively communicate customer concerns, requirements, and feedback to the support teamsJob ResponsibilitiesCustomer & Technical SupportProvide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, WhatsApp, Monitoring alertsRespond 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/issuePerform remote troubleshooting as a first level through diagnostic techniquesProvide accurate information on IT products and servicesIssues MonitoringTrack and follow up with technical teams till the issue is resolved and service request is closedHandle communication with stakeholders and provide regular updates for reported issuesManage Incidents, Problems, Change and Service RequestsShare any feedback or suggestions from the customers with the appropriate internal teamMonitor the alerts raised by Monitoring tool and escalate to next level for recoveryMonitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelinesDocumentation & ReportsPrepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Lead/ManagementCreate and log issues and their resolution in the centralized Customer Service PortalCategorize reported issues with correct impact and urgency as per best ITIL practicesJob RequirementsEducational QualificationBachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majorsLicenses & CertificationsKnowledge of ITIL methodologies (ITIL Foundation level) preferredPrevious Work ExperienceFresh Graduate/ 0 to 3 years of experience in customer servicePrior experience in IT Service Management Ticketing tools and process is preferableWork RequirementShould 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 AbilitiesCustomer-oriented, with ability to manage difficult customersHave a positive, empathetic and professional attitude toward customersEfficient, enthusiastic and detail oriented with problem solving abilityAbility to build strong working relationship with clients and internal team membersAbility to set reasonable and attainable deadlines for resolution and follow up and ensure closureGood understanding of computer systems, mobile devices and other technology productsPowered by JazzHRCOMkOVjtek