Job Alert!! Service Desk Technical Support | Pune

Job Description

Job Specifications Designation: Process Specialist & Subject Matter Expert (SME)/ Team Lead (TL) Role : Service Desk Technical Support Hiring Location : Pune Work Mode & Shift : WFO & US Shift Please find job description below for the role Summary: The Technical Help Desk Support (L1) is responsible for providing first-level technical support to our US-based clients. This includes answering phone calls, emails, and chat messages, as well as providing remote troubleshooting assistance. The ideal candidate will have strong technical skills and be able to communicate effectively with customers. Roles & Responsibility Answer phone calls, emails, and chat messages from clients regarding technical issues. Troubleshoot software and hardware problems. Escalate complex issues to the appropriate team members. Document all customer interactions in the ticketing system. Stay up to date on the latest technical developments. Provide excellent customer service. Must Have Min 2 + Years Experienced Customer & technical support. (Inbound calls / FCR - First Contact Resolution). Experience in Voice and email Support (US client). Strong customer service & Handling skills. Excellent written and verbal communication skills. (Language/Grammar Proficiency). Ability to work independently and as part of a team. Proficiency in Microsoft Office Suite. Familiarity with ServiceNow Ticketing tool. Knowledge of common technical troubleshooting tools and techniques. Knowledge of ITIL Framework is Required Please apply to express your interest in this opportunity