Roles & Responsibilities
- To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a skilled and customer sensitive manner.

- To participate in an on call rotational, providing 24 hours, first line support service to users.

- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

- Update incidents with detailed and relevant information in a timely and effective manner;





- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;

- Escalate an incident or troubleshoot tickets according to the company escalation processes;

- Ensure Customer Service Level Agreements are met or exceeded;

- Respond to customer enquiries in a timely and efficient manner;

- Ensure appropriate documentation of the interaction on the customer's account in the prescribed format

- Execute transactions as per prescribed guidelines and timelines

- Ensure customer/user confidentiality and data protection at all times
Additional ResponsibilityLocation - Bangalore
Education - Any graduate
Experience - 1-2 years
Shifts - Night shifts
Educational RequirementGraduate
Preferred SkillsCustomer Service->Voice
Service LineBPO Service Line

📌 Senior Process Executive (Bengaluru)
🏢 Infosys BPM
📍 Bengaluru