Job description
Skills:
• Excellent verbal and written communication skills.
• Prior International call handling experience is mandatory.
• Proficient in handling inbound and outbound customer calls.
• Clear and structured email communication with internal teams and external clients.
• Familiarity with ticketing tools such as ServiceNow(preferred), Jira etc.
• Basic understanding of ITIL framework, especially Incident and Request Management.
• Foundational knowledge of networking, infrastructure, Exchange Administration and O365 suite.
• Strong problem-solving skills with the ability to triage and escalate issues effectively.
• Ability to prioritize tasks and manage multiple open tickets simultaneously.
• Attention to detail with consistent and accurate reporting and documentation.
• Comfortable with remote troubleshooting and accessing customer systems securely.
Key Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing tools.
• Take ownership of user-reported issues and see them through to resolution or escalation.
• Diagnose and troubleshoot basic technical issues, providing timely and effective solutions.
• Escalate complex or Key unresolved issues to higher-level support teams while maintaining ownership until resolution.
• Document all interactions and troubleshooting steps clearly and accurately in the ticketing system.
• Use internal knowledge base and external resources to provide precise and effective technical support.
• Conduct follow-ups to ensure customer satisfaction and issue closure.
• Contribute to knowledge base development by creating or updating FAQs and troubleshooting guides.
• Ensure all assigned tickets are properly logged and accounted for in end-of-shift reports.
• Maintain adherence to SLA timelines and ensure quality in customer interactions.
• Collaborate with team members to share knowledge and improve service quality.
More Information
- Address Chennai, Tamilnadu
