Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
- Analyze and resolve incidents and service requests regarding use of application software or hardware. basic knowledge about computer software and hardware.
• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
- Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
- Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions. Adhere to contact quality guidelines.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
- Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- Should be versatile to work in different shifts as ISS-Business works 24 x 7. • Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.
- Adheres to Code of Ethics, Vision, Mission and Core Values.
• Ability to switch between different countries and cultures (Americas, EMEA, APAC