Senior Associate-Helpdesk

Position: Senior Associate Helpdesk

Job Location: Pune, India
Work Mode- Hybrid Shift Time- Rotational Shifts including night shifts

Our journey
Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn more at www.sakon.com.

The Value We Deliver
SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.

Our Vision
Sakon's vision is to be the leading enterprise communications SaaS Platform and services provider. We will continue to foster and develop a culture that values: Innovation: At Sakon, we foster creativity and curiosity by asking our employees to think big to dynamically improve our products and services. Execution: We encourage employees to take calculated risks and strive for excellence. We have an unrelenting drive for results. Customer Focus: We start by listening and then execute flawlessly to delight our customers. We meet our commitments to our customers and to each other. Integrity: Above all else, we act honestly and ethically and take responsibility for ourselves and our actions. We are transparent in our decisions. Diversity: We value diversity by celebrating each of our unique talents, abilities, and backgrounds enabling us to create a culture of inclusivity.

Role Overview/Your Impact
Gain a strong understanding of the Sakon Mobility application, ensuring smooth daily operations and adherence to agreed quality and delivery SLAs. Collaborate with Operations and cross-functional teams to address client requirements effectively. Support users with patience and empathy, including those who may be new to mobile devices or computers. Troubleshoot laptops and mobile devices using only step-by-step guides and visual instructions, without direct access to the devices. Handle problem identification, prioritization, and resolution via platform, email, calls, and chat ensuring closure within defined SLAs. Work closely with international telecom carriers/service providers to manage customer requests and incidents. Perform troubleshooting, research, follow-up, and act as a liaison between customers and internal teams. Provide customer service/technical support via phone calls and chat (preferred experience). Manage chat and email support, including using translation tools when needed. Accurately log and track all interactions through ticketing systems. Proactively identify and assist in resolving operational issues, using questioning and problem-solving skills rather than scripts. Review team deliverables, provide guidance where needed, and ensure timely client delivery. Communicate escalations/issues to Managers and Operations team in a clear and professional manner, acting as a single point of client communication. Be flexible to work in evening, night, and weekend shifts.

What Does the team do
The Mobility Support Team is responsible for managing support and operations for platinum and gold enterprise clients, as well as partner clients, throughout their lifecycle. The team ensures smooth day-to-day operations, timely query resolution, and high-quality client support. Working in close collaboration with the Team Manager, the team members act as trusted points of contact for multiple clients, driving seamless service delivery and operational excellence.

Our Expectations
Excellent verbal and written communication skills in English (neutral accent preferred). Experience in handling international voice support and chat/email processes. Strong customer service orientation with problem-solving skills. Ability to handle high-pressure situations and meet deadlines. Strong PC skills especially MS Office and ability to adapt to different software. Team player with strong interpersonal skills

The SAKON Spirit
At Sakon, teamwork and excellence define our culture. Our diverse team of engineers, telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration, our global teams deliver exceptional customer experiences, combining technical expertise with a human touch to achieve great results with enthusiasm and care.

Benefits and Perks
Flexible Holiday Policy (choose your own holidays) Hybrid Working Options Life & Medical Insurance Focus on Skill Development, Re-imbursement for Certifications Wifi-Mobile bill reimbursement Employee well-being activities

How to Apply and Interview Process
To apply, kindly share the resume with harshita.kushwah@sakon.com If your profile is shortlisted, you will be invited to complete a communication test followed by interviews. Interview Process Level 1 operations/ Technical Round Level 2 operations/ Technical Round HRBP Round Salary discussion & Cultural fitment check