Associate - Service Desk

Job description

**Role: Contact Center – Customer Support** **Designation: Tr. Customer Support Representative – Mobile Support** **Level 1** **Department: Operations** **Reports to: Team Leader** **Summary** Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing “white glove” customer service and satisfaction. **Responsibilities** - Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities. - Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information. - Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client. - Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc) - Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift. - Complete assigned tasks accurately and within required customer assigned Service Level Agreements. - Utilize resources to manage transactions, escalating issues appropriately. - Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer. - Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations. - Display professional, positive, and courteous phone etiquette. - Resolve caller's issue accurately and efficiently to minimize call backs. - Understand and proactively addresses user's concerns, identifying the root of the issue. **Skills & Qualifications** - Excellent Verbal and Written Communication and Customer Support Skills - Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred - Fair understanding of android and iOS phones is preferred - Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays - Computer literate - Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage **Education** - High School pass is minimum requirement with Excellent Communication skills - BSc, B.Com and BA or Diploma holders (12+3 years of education). **Working Conditions And Requirements** - Training and work location from office. - Should be ready to work in a 24x7 environment with rotational shifts - Work From Home will be at company’s discretion - Should have a reliable and fast WiFi connection at home. - Should be ready to connect via video during training and 1 on 1 discussions. - Should have a safe and suitable work environment at home - Should be able to work as per the break/lunch timings allocated by the supervisor **Selection Criteria:-** - V&A Assessment - Interview