Technical & Business Operations

In one sentence

Serve as first point of contact for incidents and service requests from end-users

What will your job look like?
• You will serve as first point of contact for incidents and service requests from end-users.
• You will appropriately categorize, prioritize, and escalate incidents and service requests that cannot be resolved
• You will provide simple solutions at a basic level based on script/methods and procedures
• You will handle all queries pertaining to incidents via email, phone, and the ticket system based on the defined process
• You will coordinate the communication (calls, emails, situation room, and so on) for all critical issues
• You will dispatch cases to be handled by the appropriate function (based on understanding the product, and service)
• You will identify issues that could be resolved at the first level (mark as duplicates, identify non-issues, re-dispatch, and so on).

All you need is...
• Mandatory Requirement:
• Experience – 1 Year to 4 years BPO Voice/Chat/Back office Experience (Preferred - Telecom/Order management)

• Qualification -BCA/BCS/BSC/BCOM/BA/ BTech – Only full time graduates

• Looking for immediate joiners Work Related Requirement:
• Excellent communication skills, both spoken and written with good comprehension of English language

• Voice skills – Good to have but not mandatory. Berlitz test by Amdocs will be taken.

• Logical & analytical skills to investigate and suggest solutions

• Knowledge of computers – MS Office, understanding of software and hardware terminologies

• Interact with other departments/teams through chats/emails

• Ability to work independently within clearly defined parameters

• Ability to learn quickly with a sense of ownership

• Candidate should be ready to work in rotational shifts, mostly night shifts (including weekends) Job Skills –
• Handling offline tickets. Need to work on varies fallouts/exceptions

• Working with field engineers/ technicians to identify, advise and resolve live issues

• Assist and fixing devices and equipment's with technicians on live chats

• Responsible for taking control of and resolving Complex Technical and Escalated customer issues

• Provide Technical support with Issue resolution via Phone/Chat/Email electronic medium

• Perform Activation/Deactivation & handle other technical Issues using client specified tools

• Identify and provide inputs on unique (or) recurring customer problems

• Be a champion of client specific Tools, Troubleshooting Procedures & Provide Knowledge base feedback at all appropriate times to SME/TM.

• Maintains/builds relationships with other groups that impact the domain/technical aspect our support. (Ex: Tier-2, Customer Care ... Etc.)

• Deliver efficient, effective, professional and courteous service to intermediaries and customers

• Address all customer and agent requests and queries within established timeframes and service levels

• Take follow up action in respect of customer queries, requests and complaints and ensure effective closure

• Be proactive towards service level timelines and quality metrics as defined in the delivery model
Analyzing problems & Providing Solutions

Why you will love this job:
• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development