Job
Description
As an IT Help Desk Analyst in the Technical Voice process with 8+ years of experience, your responsibilities will include working in a technical customer support Voice process, collaborating directly with product and/or engineering teams. You will be using CRM applications such as ServiceNow, Salesforce, Dynamics CRM, JIRA, or similar incident and projects management software for case management. It is essential to learn new skills quickly and interpret new information, products, and features from a customer's perspective. Moreover, presenting complex technical information in a clear and understandable manner for non-specialist readers is a crucial aspect of your role. Your role also entails demonstrating excellent customer service skills and the ability to work in a demand-driven environment, prioritizing and managing multiple requests effectively. You must communicate fluently in English with exceptional written and verbal communication skills, including active listening and effective response abilities. Additionally, handling reporting and analysis tasks, particularly in MS Excel, with meticulous attention to detail and a commitment to quality is part of your responsibilities. You will also be leading a team, with at least 2 years of team handling experience required. Familiarity with Performance Management, Quality Management, Training Needs Identification, and conducting employee appraisals will be beneficial for this role. Please note that this role is based in Chennai and operates on a 24/7 shift timing schedule. As an IT Help Desk Analyst in the Technical Voice process with 8+ years of experience, your responsibilities will include working in a technical customer support Voice process, collaborating directly with product and/or engineering teams. You will be using CRM applications such as ServiceNow, Salesforce, Dynamics CRM, JIRA, or similar incident and projects management software for case management. It is essential to learn new skills quickly and interpret new information, products, and features from a customer's perspective. Moreover, presenting complex technical information in a clear and understandable manner for non-specialist readers is a crucial aspect of your role. Your role also entails demonstrating excellent customer service skills and the ability to work in a demand-driven environment, prioritizing and managing multiple requests effectively. You must communicate fluently in English with exceptional written and verbal communication skills, including active listening and effective response abilities. Additionally, handling reporting and analysis tasks, particularly in MS Excel, with meticulous attention to detail and a commitment to quality is part of your responsibilities. You will also be leading a team, with at least 2 years of team handling experience required. Familiarity with Performance Management, Quality Management, Training Needs Identification, and conducting employee appraisals will be beneficial for this role. Please note that this role is based in Chennai and operates on a 24/7 shift timing schedule.
