Associate Helpdesk - Pune, Servicenow

What Does the team do

The Mobility Support Desk is the centralized support hub that bridges the gap between client employees and technical solutions. Its the first point of contact for users facing issues with technology, software, or services.

What will you do

We are looking for Portuguese/Spanish & English-speaking candidate to support our SaaS product (Mobility Practice)

1)

Determine the issue, research, and follow-up steps, as necessary for resolution of issues

2)

Answer incoming calls & chats.

3)

Troubleshooting device and networking issues reported by the users, acting as a liaison between customers, mobile carriers, client policy and internal Sakon teams to provide accurate and timely resolution.

4)

Working customer service/tech support via incoming phone calls, email and chat.

5)

Identify and assist to resolve all issues identified during regular operations. No scripts are used. You must be able to think on your feet and ask the appropriate questions to identify and resolve the issue as it arises.

Ticketing all calls, chats and email support in English and Portuguese/Spanish

7)

Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables to client.

8)

Communicates escalations / issues to Managers in a timely manner, ensuring that all communications are professional and accurate.

9)

Act as a single point of contact for managing the communications with the client.

Our Expectations

1)

We are looking for Portuguese/Spanish & English-speaking candidate to support our SaaS product (Mobility Practice)

2)

Candidate should be willing to work in 24/7 rotational shift.

3)

Extremely organized with an appreciation for process and documentation

4)

A team player who thrives in a kind and collaborative environment.

Ability to quickly learn how to troubleshoot devices and step by step instructions.

6)

Identification, prioritization and resolution of reported problems through various

7)

mediums (platform, emails, calls, chats] and responsible for the closure of request with the specified SLA.

8)

Working closely with the international telecom carriers/ service providers to resolve the requests and incidents raised by customers.

9)

Technical Support experienced highly regarded.

If interested then share your resume at neena@neptuneconsultant.com