Responsibilities
- Interface with existing / new customers over phone and/or email
- Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs
- Manage customer expectations of response time, issue resolution and quality support
- Generate report on need basis
- Provide periodical summary report on calls / issues
- Escalate issues appropriately
- Analyse and provide feedback to reduce the number of issues experienced by customers
- Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked
- Update job knowledge by continuous self-learning, interacting with team members and maintaining personal / professional networks
Technical Skills
- Basic knowledge of MS Office Applications.
- Basic knowledge of SQL.
Job Qualifications
Graduate in any Degree
Experience
0 - 1 year experience in Customer Support
Languages
Hindi & English are mandatory. Other regional languages if any would be preferrable.