IT Customer Service Associate

Overview

Work as an IT Customer Service Associate aligned with the Customer Support vertical, providing non-voice service desk support through email, web and chat interactions.

What you'll do

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

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 rotational shifts.
• Expected interactions are within your own team and with your direct supervisor.
• Detailed to moderate level of instruction will be provided on daily work tasks, along with detailed instruction on new assignments.
• The decisions made will impact your own work.
• Individual contributor role as part of a team, with a predetermined, focused scope of work.