Responsible for logging tickets/calls, monitoring calls, assigning call to respective customer support engineer.
Providing first level of remote technical support to clients.
Making sure that the tickets/calls are responded within the required time frame to meet the SLAs.
Escalating the calls to support manager if tickets are not responded or resolved within the time frame.
Follow up with clients, support engineers, managers and vendors for pending calls.
Giving courtesy calls to clients and taking feedback from clients.
Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers.
Managing and maintaining the workflow, client contacts,
support contracts, SLA details, escalation matrix, performance metrics, time entries etc. as per client requirement.
Excellent communication skills , Service orientated
Good organizational ability.
Excellent customer service attitude.
Problem solving skills and attention to details.
1 4years relevant experience as Service desk coordinator or customer service
Salary: As per Industry Standards.
Qualification:(Min Aggregate 60 PERCENT )
Sc. (Etrx/ Computers/IT) /BCA / B com / Diploma / Any other technical graduate.
A or MS Windows or other relevant certifications preferable
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