Help Desk Executive

Skylink Multimedia

0 - 2 years

1 - 2 Lacs

chennai

Posted:13 hours ago| Platform:

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Skills Required

communication skills email writing english language verbal communication computer skills customer service calls handling mail drafting phone etiquette ticket management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Receive and record customer complaints or service requests through phone calls and emails.
Create downcall tickets accurately in the ticketing system with complete details.
Assign and follow up with field splicers or technicians for on-ground issue resolution.
Track ticket progress and ensure timely updates are recorded in the system.
Communicate ticket status and resolution updates to customers clearly and promptly.
Escalate unresolved or delayed cases to the Supervisor when necessary.
Maintain customer call logs, update service reports, and support daily ticket closure reports.
Ensure high levels of customer satisfaction and adherence to SLAs.
Capture Reasons for outage timely

Preferred candidate profile

Diploma or Bachelors degree in any discipline
1–3 years of experience in a help desk, call center, or ISP customer support environment
Good communication skills in English and Tamil

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