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Customer Service / Tech Support Jobs - Bangalore - PFS Web

Eligibility : ICWA, BVSc, CS, MCA, Vocational Training, Upto 9th Std, Certificate Course (ITI), Diploma, B.Com, BA, 12th Pass (HSE), 10th Pass (SSC), M.Com, BBA/BBM, MA, BCA, MBA/PGDM, MS, BEd, MEd, PG Diploma, MSW

Location : Bangalore

Last Date : 22 Oct 2016

Salary : 180000 - 200000 Rs Per Year

Experience Required: Freshers

Hiring Process : Face to Face Interview

PFS Web - Job Details

Associate Service Desk Analyst

Job Responsibilities:

  • Work in a 24*7 environment in rotational shifts providing technical support (phone/email/chat).
  • Troubleshooting user problems using available tools and technologies (soft phones, Lync, remote control technologies)
  • Strict adherence to process and procedures.
  • Resolve incidents within prescribed time limits wherever applicable; or escalate accordingly.
  • Triaging the tickets to different support groups based on category of the tickets.
  • Following up on tickets and tracking them to closure.
  • Providing sufficient and accurate information to users on the ticket status.
  • The ability to pick up new processes quickly and efficiently, communicate effectively and be accountable for their actions.
  • Work on any ad hoc tasks/projects assigned and ensure timelines are met.
  • Willingness to learn new technologies and adapt to the needs of the organization changes.
  • Mentor new joiners and work closely with the team in updating the process documentation.

Job Requirements:

  • Minimum one year experience in a similar role (Service Desk/Help Desk)
  • ITIL certified (preferred)
  • Flexibility to work on 24/7 shifts rotational.
  • Ability to learn quickly and adapt to changing requirements.
  • Strong written and oral communications skills
  • Courteous with excellent customer service orientation.
  • Good listening skills.
  • Must be flexible and be a team player.
  • Strong customer service and troubleshooting skills.
  • Solid problem-solving skills.
  • Knowledge of ticketing tools

Personal Characteristics:

  • Be a strong team player.
  • Effective communicator
  • Ability to motivate others.
  • Ability to influence at all levels.

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