Role & responsibilities

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 current knowledge documents.
Create a positive customer support experience and build solid relationships through deep problem understanding with a consummately qualified attitude.





• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Should be flexible 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

Preferred candidate profile

•Excellent written, verbal, listening, analytical skills.

•Easily grasp and communicate complex ideas.

•Excellent problem-solving skills.

•Knowledge of MS Office 2010, 2013 including Outlook.

•Knowledge of computer hardware and software.

•Knowledge of Operating Systems like Windows 10 and MacOS. •Knowledge of network and internet.

📌 Technical Voice Support Hyderabad
🏢 DynPro
📍 Hyderabad