Inbound IT Helpdesk Executive

Job Description: Inbound Customer Support Executive – IT Helpdesk
Location: Gurugram, Haryana
Experience: Minimum 2 Years
Qualification: Graduate or 3-Year Diploma in any discipline
Working Days: 6 Days a Week
Employment Type: Full-Time

Job Summary

Looking for experienced Inbound Customer Support Executives to handle customer queries, complaints, and service requests related to LPG services. The candidate will provide support to IOCL distributors, dealers, and channel partners by handling inbound calls, resolving LPG-related issues, assisting with enterprise applications, and providing first-level IT support.

Roles and Responsibilities

· Handle inbound calls and respond to queries from IOCL distributors, dealers, and channel partners.

· Assist customers with LPG booking, delivery status, and delivery-related queries.

· Handle LPG cylinder delivery complaints and coordinate with the relevant teams for resolution.

· Respond to subsidy-related queries and provide appropriate guidance to customers.

· Provide support for new LPG connections, distributor services, and dealer-related queries.

· Register, track, update, and manage customer complaints and service requests using helpdesk ticketing tools.

· Provide first-level support for IT-related issues and enterprise applications.

· Assist users with CRM, ERP, and other business application-related queries.

· Troubleshoot basic technical issues and escalate unresolved cases to the relevant teams.

· Maintain accurate records of customer interactions, complaints, and resolutions.

· Follow up on open tickets to ensure timely resolution and customer satisfaction.

· Communicate planned downtime, service updates, and relevant announcements to users.

· Prepare daily, weekly, and monthly support reports as required.

· Follow established service procedures, quality standards, and data confidentiality requirements.

Required Skills and Qualifications

· Graduate or 3-year diploma in any discipline.

· Minimum 2 years of experience in first-level customer support, inbound calling, IT helpdesk, or service desk operations.

· Experience in B2B customer support, CRM/ERP support, or enterprise application support is preferred.

· Knowledge of LPG services, cylinder delivery processes, distributor support, or customer complaint handling is an advantage.

· Knowledge of ticketing tools and incident management processes.

· Excellent verbal communication skills in Hindi and English.

· Strong problem-solving, listening, and customer-handling skills.

· Basic computer knowledge and proficiency in MS Office.

Key Skills

Inbound Calling | Customer Support | LPG Customer Support | LPG Booking and Delivery Queries | Cylinder Delivery Complaints | Subsidy-Related Queries | Distributor and Dealer Support | IT Helpdesk | L1 Support | B2B Support | CRM | ERP | Ticketing Tools | Incident Management | Customer Complaints | Service Requests | MS Office | Hindi and English Communication

Pay: ₹20,000.00 - ₹25,000.00 per month

Application Question(s):

• Do you have knowledge of ticketing tools and incident management processes?
• Do you have experience in managing inbound(calling) IT Helpdesk Support?

Work Location: In person