Job Summary:

The Associate – Customer Service will be the first point of contact for customers, handling inbound queries and support requests via calls, chat, emails, or the helpdesk system. The role is ideal for someone starting their career in customer support or IT help desk operations, with a strong focus on learning ticket logging, customer coordination, and delivering a positive customer experience under the guidance of Senior Associates and Team Leaders.

Roles & Responsibilities:

1. Customer & Call Handling

- Respond promptly and courteously to customer requests for assistance and support.
- Answer inbound calls / chats / emails from customers and accurately capture their requirements.
- Provide first-level, professional and polite customer service, ensuring the customer feels heard and valued.

2. Incident & Case Logging

- Log all incidents and requests accurately into the helpdesk / call management system.
- Update ticket status regularly and follow up until the incident is closed or handed over.
- Verify basic contract/warranty validity before logging support requests.

3. Escalation & Coordination

- Escalate unresolved or complex issues to Senior Associates / 2nd-level Technical Support / Partner in a timely manner.
- Coordinate with team leaders and senior team members to gather information needed to resolve customer issues.
- Support engineer dispatch coordination as guided by seniors, both direct and through partners.

4. Learning & Quality

- Follow standard operating procedures (SOPs) and scripts to ensure consistent service quality.
- Actively participate in training sessions to build policy, process, and technical knowledge.
- Maintain basic call/ticket quality and adhere to defined SLAs under supervision.

Minimum Eligibility Criteria:

1. Education

- Any Graduate,



or fresher with proficient English communication; technical knowledge is an added advantage.

2. Experience

- 0–1 year of experience in Customer Service, Help Desk, or a similar support role for a Global Project (UK/USA).
- Freshers with strong communication skills and a willingness to learn are encouraged to apply.
- Basic familiarity with Laptop / Desktop / Networking concepts preferred but not mandatory.

3. Skills & Competencies

- Good communication skills, both written and verbal.
- Basic attention to detail and willingness to learn analytical skills.
- Positive, customer-first attitude with good listening skills.
- Ability to work well within a team and take guidance from seniors.
- Basic proficiency in Microsoft Applications (Excel, Word, Outlook).
- Willingness and flexibility to work in rotational shifts.

4. Key Performance Indicators:

- Call/ticket handling volume and adherence to logging accuracy standards.
- Customer satisfaction for handled interactions.
- Timeliness of escalation for issues beyond first-level scope.
- Attendance, punctuality, and training completion rate.

5. Behavioural Competencies:

- Eagerness to learn and adapt in a fast-paced support environment.
- Patience and empathy while handling customer concerns.
- Reliability and accountability in day-to-day task execution.
- Openness to feedback and coaching from seniors.

Career Progression:

This role is the entry point into the Customer Service career track, with a clear growth path to Senior Associate – Customer Service, and further to Team Leader / Group Leader – Help Desk or Customer Service, based on performance and tenure.

Pay: From ₹20,000.00 per month

Perks:

- Commuter assistance
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Senior/Junior Customer Service Associate (Ahmedabad)
🏢 Solid Tech Global
📍 Ahmedabad