IT Customer Service Associate

Overview

Provide non-voice customer service and service desk support through email, web and chat interactions. Manage customer queries, incidents, service requests, escalations and complaints within the defined support scope.

What you'll do

• Manage and resolve customer queries, escalations and complaints, providing resolutions.
• Close faults and complaints within SLAs.
• Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on the defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions through email, web and chat.
• Solve routine problems largely through precedent and referral to general guidelines.
• Work as an individual contributor within a team and a predetermined, focused scope of work.

What you'll need

• Any graduation.
• 1 to 3 years of experience.
• Primary skill: Service Desk Non-Voice Support - P1.

Nice to have

• Good email and chat process skills.
• Good typing skills.

Details

• Location: Hyderabad.
• The role may require working in rotational shifts.
• Expected interactions are within your own team and direct supervisor.
• Detailed to moderate level of instruction will be provided on daily work tasks, with detailed instruction on new assignments.
• Decisions made in the role impact your own work.