IT Help Desk Agent/Technician

time
Spocto is a big data analytics company on a mission to revolutionize the digital debt collections industry. As a fintech company that uses Artificial Intelligence (AI) & Machine Learning (ML) to enhance customer reach, engagement, and interaction; spocto is a pioneer in disrupting the debt collections industry with intelligence. With a purposeful approach towards digitizing rural India through banks & NBFCs, our solutions are already test marketing various products to revolutionize eCollections. Our spirit of innovation & passion to help organizations create greater business impact is reflected through our domain expertise, success rate, client confidence and newer age solution driven approach towards the business. With proprietary algorithms we strive to bring dignity into the debt collections process, ensuring better customer experience and resulting in improved customer relation and retention.

As we continue to grow and disrupt the market through our innovative solutions, we are now part of Yubi, formerly known as CredAvenue. Yubi is re-defining global debt markets by freeing the flow of finance between borrowers, lenders, and investors. We are the world's possibility platform for the discovery, investment, fulfilment, and collection of any debt solution. At Yubi, opportunities are plenty and we equip you with tools to seize it. In March 2022, we became India’s fastest fintech and most impactful startup to join the unicorn club with a Series B fundraising round of $137 million.

Objective of this Role:

An IT Help Desk Technician is responsible for providing technical support and assistance. They interact with customers by phone or in-person to resolve their technical problems related to software / hardware issues / requirements via ticketing system and keeping close monitoring on the process of all the tickets

Key Responsibilities
• Working on Ticketing system and assigning the tickets to proper channel.
• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Performing remote troubleshooting through diagnostic techniques.
• Determining the best solution based on the issue and details provided by customers.
• Preparing a daily analysis report on the calls
• Keeping follow-up on the closure of call with the key team members to whom the ticket is assigned.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures
Required Skills & Experience
• Proven experience as a help desk technician or other customer support role
• 4 to 5 years of experience
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication