• 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.
• Positive communication.
📌 Service Desk (Mumbai)
🏢 Gee Kay Infotech
📍 Mumbai
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