The Team Member of Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.
- Answer / reply on customer phone calls & mails.
- Understand the customer request / incident and create a ticket and map it to the correct technical teams.
- Coordinate with customer, internal tech teams, vendor team, cross department.
- Maintain the Response & Update SLA.
- Publish communication based on activities, incident, etc.
- Educate customer on Yotta's customer portal.
- Make the shift in charge aware of alerts generated which are critical.
- Coordinate with cross department as and when required.
- Every communication to be documented on mail.
- Identify issue which are a hindrance in day-to-day operations and have it added in the Shift leads tracker.
- Alert the Shift In charge based on criticality of Alert / customers mail.
- publishing reports in every shift.
- Ensure Compliance to all the management systems of the organization.