IT Customer Service Associate

Overview

Handle non-voice customer support for IT service desk queries through email and chat, resolving customer issues, managing escalations and complaints, and meeting SLAs.

What you'll do

• Manage and resolve customer queries, handling escalations and complaints from dissatisfied customers and giving the best 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 such as email, web and chat.
• Solve routine problems, largely through precedent and referral to general guidelines.
• Work as an individual contributor within a team, with 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.

Nice to have

• Good at email and chat processes.
• Good typing skills.

Details

• Location: Hyderabad.
• May require working in rotational shifts.
• Receives detailed to moderate instruction on daily tasks and detailed instruction on new assignments; decisions impact own work; interactions within own team and direct supervisor.