IT Customer Service Associate

Overview

As an IT Customer Service Associate, you will support customers through non-voice service desk interactions, including email, web and chat, by diagnosing, troubleshooting and resolving service requests and incidents.

What you'll do

• Manage and resolve customer queries.
• Handle escalations and complaints from dissatisfied customers and provide 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.

What you'll need

• Any graduation.
• 1 to 3 years of experience.
• Primary skill in 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 rotational shifts.
• Individual contributor role as part of a team, with a predetermined, focused scope of work.
• Expected interactions are within the employee's own team and with the direct supervisor.
• Daily work tasks receive detailed to moderate-level instruction, and new assignments receive detailed instruction.
• Decisions impact the employee's own work.