Process Associate

Job Description

Roles & Responsibilities : J ob Summary: The individual must possess basic skills and abilities to perform the essential functions of the role effectively. The role involves providing Level 1 support for tools and applications, coordinating with stakeholders, and ensuring prompt resolution of issues. Key Responsibilities: Provide Level 1 support for tools/applications and coordinate with stakeholders until closure. Obtain and evaluate all relevant data to manage complaints and inquiries effectively. Monitor and dispatch incidents/tickets to the appropriate technical solution group. Efficiently resolve complaints to completion, ensuring customer satisfaction . Complete call notes and reports as required and update them in the CRM . Create reports using MS Office tools (Excel, PowerPoint). Record details of comments, inquiries, complaints, and actions taken . Handle administration, communication, and coordination with internal departments. Flexible and willing to work in rotational shifts within a 24/7 helpdesk environment . Qualifications: Bachelors Degree in Computer Science, Information Technology, Computer Technology, or a related field. 12-24 months of experience in handling tickets and supporting tools/applications. Exposure to ITIL concepts and understanding of incident management. Good working knowledge of MS Office tools: MS Excel - Advanced MS PowerPoint - Advanced Multi-lingual ability is required (German, English and Hindi). Qualifications Educational qualification: Bachelors Degree in any field. Experience : 12-24