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SPE-CX-Multi Channel Helpdesk

0 years

0 Lacs

Bengaluru, Karnataka

Posted:2 weeks ago| Platform: SimplyHired logo

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Skills Required

Software troubleshooting Customer service Communication skills

Work Mode

On-site

Job Type

Full Time

Job Description

Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in delivery management within the Hi-Tech and Devices domain. With a hybrid work model and day shifts you will play a crucial role in enhancing customer experience and ensuring seamless operations. Your contributions will directly impact our companys success and societal advancement.


Responsibilities

  • Provide exceptional support across multiple channels to ensure customer satisfaction and efficient issue resolution.
  • Oversee the delivery management process ensuring timely and accurate service delivery to clients.
  • Collaborate with cross-functional teams to enhance service quality and operational efficiency.
  • Utilize technical expertise to troubleshoot and resolve complex issues within the Hi-Tech and Devices domain.
  • Implement best practices in service management to optimize helpdesk operations.
  • Analyze customer feedback to identify areas for improvement and drive continuous enhancement.
  • Develop and maintain comprehensive documentation for helpdesk processes and procedures.
  • Coordinate with stakeholders to align helpdesk services with business objectives and customer needs.
  • Monitor helpdesk performance metrics to ensure adherence to service level agreements.
  • Facilitate training sessions for team members to enhance their technical and customer service skills.
  • Engage in proactive communication with clients to manage expectations and build strong relationships.
  • Support the integration of new technologies to improve helpdesk capabilities and customer experience.
  • Contribute to the development of innovative solutions to address emerging customer needs.


Qualifications

  • Possess a strong background in delivery management with a focus on Hi-Tech and Devices.
  • Demonstrate excellent problem-solving skills and the ability to work under pressure.
  • Exhibit strong communication and interpersonal skills to effectively interact with clients and team members.
  • Have a keen attention to detail and a commitment to delivering high-quality service.
  • Show proficiency in using helpdesk software and tools to manage customer inquiries.
  • Display a proactive approach to identifying and addressing potential issues before they escalate.
  • Maintain a customer-centric mindset prioritizing the needs and satisfaction of clients.


Certifications Required

ITIL Foundation Certification or equivalent in service management.

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