BPO Specialist (Customer Support Executive)

Must have: Voice process & chat & email process experience atleast 1years ..
Ready to work for 3 shift
1 week off

L1 Support (Non-tech): Raising tickets, following up with the concerned teams, escalations, closure of tickets, user permission/role-related issues, missing master data-related issues, support to call centre tickets, support to tickets raised by the Employees and Customers, etc.

1. Level 1 Support (L1)

a) User Permission and Role Management:

1. Address user requests related to permissions and role assignments within applications.

2. Assist users in resolving access issues and ensuring appropriate levels of access based on defined roles.

3. Ensure timely updates and communication with users regarding the status of their inquiries.

4. Monitor service desk performance metrics, including response times, resolution rates, and user satisfaction levels.

5. Provide regular reports to management on help desk activities, highlighting trends, challenges, and areas for improvement.

6. Create and maintain a knowledge base of common issues and resolutions to facilitate faster troubleshooting and enhance user support.

7. Ensure that documentation is kept up-to-date and easily accessible to help desk staff.

b) Master Data Issues:

i. Manage inquiries related to missing or incorrect master data within the system.

Coordinate with relevant teams to investigate and resolve data

ii. discrepancies.

c) General Support: Assist with other non-technical user-related issues as they arise, ensuring prompt resolution or escalation to the appropriate tier.

2. Working Hours:

a) The helpdesk shall be operational from 0800 hrs to 2000 hrs on End Customer working days in two shifts

b) End Customer staff will be available from 9:30 am to 6:00 pm on working days. All sign­ offs and acceptance procedures must be conducted during this period.

c) The selected team shall be deployed on-site at End Customer as required, ensuring the police verification of the selected personnel by SI. The Working hours and days shall be aligned with the End Customer's calendar. No additional resources shall be added to the project without the End Customer's explicit approval.

3. The System Integrator is expected to document all the activities, SOPs and the same to be made available to End Customer, as and when required.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• can you join within September 1st 2025

Experience:

• Inbound voice/outbound/Chat /email: 1 year (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person