Executive – Service Desk will be primarily responsible for performing L1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues

Roles & Responsibilities:

·       Entry level role with min of 6 month to 1 year of experience.

·       Respond to customer inquiries through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).

·       Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service

·       Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)

·       Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.

·       Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.

·       Stay up to date with outage, knowledge update alerts that are communicated on a need basis.

·       Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.

·       Reporting and updating supervisors for daily progress and guidance on assignments and concerns.

·       Demonstrate flexibility in working in different shifts (24x7 operations).

·       Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service

Technical Skills:

·       Basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..

Soft Skills:

·       Basic troubleshooting skills to diagnose and resolve/address customer issues/requests

·       Posseses required communications skills both verbal and written.

·       Work hour flexibility

·       Agility and positive attitude for learning

·       Team player with mindset to share knowledge, maintain transparency and grow together with team.

·       Agility for quick learning

·       Problem-solving skills

·       Analytical skills

·       Work hour flexibilit