L1 Support ( Technical Service Desk)

Kvc Consultants Ltd

2 - 5 years

2 - 5 Lacs

Hyderabad Telangana India

Posted:1 day ago| Platform: Foundit logo

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Skills Required

Customer Interaction Technical Developments Technical Support Email Support ServiceNow Ticketing tool

Work Mode

On-site

Job Type

Full Time

Job Description

L1 Support (Technical Service Desk)

Roles and Responsibilities:

Answer phone calls, emails, and chat messages from clients regarding technical issues.
Troubleshoot software and hardware problems, aiming for First Contact Resolution (FCR).
Escalate complex issues to the appropriate team members seamlessly.
Document all customer interactions thoroughly in the ticketing system.
Stay up-to-date on the latest technical developments and product information.
Provide excellent customer service, ensuring client satisfaction.

Skills Requirement:

Minimum 2 years of experienced
Customer & Technical Support
(Inbound calls / FCR - First Contact Resolution).
Experience in
Voice and Email Support
for US clients.
Strong customer service and 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 the
ServiceNow Ticketing tool
.
Knowledge of common technical troubleshooting tools and techniques.
Knowledge of
ITIL Framework
is required.

QUALIFICATION:

Bachelor's degree or equivalent practical experience.

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