IT Support - Technology (Semi Voice)

Position: IT Support - Technology

Experience: 1 - 3 Years

Location: Hyderabad

Notice period: 15 Days

Job Type: FTE/C2H

Work Mode: Hybrid

Shifts: Rotational

Required Skills:

• Excellent written, verbal, listening, analytical skills.

• Easily grasp and communicate complex ideas.

• Excellent problem-solving skills.

• Knowledge of MS Office 2010, 2013 including Outlook.

• Knowledge of computer hardware and software.

• Knowledge of Operating Systems like Windows 10 and MacOS.

• Knowledge of network and internet.

Responsibilities:

• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.

• Analyze and resolve incidents and service requests regarding use of application software or hardware. basic knowledge about computer software and hardware.

• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.

• Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.

• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions. Adhere to contact quality guidelines.

• Identify knowledge gaps and submit corrections/updates and new knowledge documents.

• Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.

• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.

• Should be flexible to work in different shifts as ISS-Business works 24 x 7.

• Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.

• Adheres to Code of Ethics, Vision, Mission and Core Values.

• Ability to switch between different countries and cultures (Americas, EMEA, APAC)

• Should be able to mentor new hires

Note: Interested candidates can drop your updated resume to [email protected]

Job Type: Full-time

Pay: ₹500,000.00 per year

Benefits:

• Paid sick time
• Provident Fund
• Work from home

Application Question(s):

• How many years of work experience do you have with "IT Support"
• How many years of work experience do you have with "International voice process"
• How many years of work experience do you have with "Non-Voice process"
• Are you willing to work on Rotational Shifts?
• Do you have excellent communication skills?
• Are you serving your notice period?
• Are you an immediate joiner?
• What is your current location and preferred location?

Work Location: In person