BPO Specialist (Customer Support Executive)

As a Level 1 Support (L1) professional in a non-technical role, your main responsibilities will include: - Addressing user requests related to permissions and role assignments within applications. - Assisting users in resolving access issues and ensuring appropriate levels of access based on defined roles. - Ensuring timely updates and communication with users regarding the status of their inquiries. - Monitoring service desk performance metrics, including response times, resolution rates, and user satisfaction levels. - Providing regular reports to management on help desk activities, highlighting trends, challenges, and areas for improvement. - Creating and maintaining a knowledge base of common issues and resolutions to facilitate faster troubleshooting and enhance user support. - Ensuring that documentation is kept up-to-date and easily accessible to help desk staff. You will also be responsible for managing inquiries related to missing or incorrect master data within the system. This will involve coordinating with relevant teams to investigate and resolve data discrepancies. Additionally, you will provide general support by assisting with other non-technical user-related issues as they arise, ensuring prompt resolution or escalation to the appropriate tier. The helpdesk operates from 0800 hrs to 2000 hrs on End Customer working days in two shifts. End Customer staff is available from 9:30 am to 6:00 pm on working days. All sign-offs and acceptance procedures must be conducted during this period. The selected team will be deployed on-site at End Customer as required, aligning working hours and days with the End Customer's calendar. No additional resources will be added to the project without the End Customer's explicit approval. As part of the job requirements, you must have at least 1 year of experience in inbound voice/outbound/chat/email processes. Fluency in English is essential, and you should be willing to work in day, night, and overnight shifts. The work location is in person. If you meet these qualifications and are ready to take on the responsibilities of a Level 1 Support professional, we encourage you to apply for this full-time, permanent position. Benefits include health insurance and Provident Fund, and the application question is whether you can join within September 1st, 2025.,