Helpdesk Executive/Dialer Executive-IT Jobs in Chennai - ONE POINT ONE SOLUTIONS LIMITED

Helpdesk Executive/Dialer Executive-IT

ONE POINT ONE SOLUTIONS LIMITED

2 to 3+ Years

Not disclosed

Expired

Posted: 31 May 20

Helpdesk Executive/Dialer Executive-IT

ONE POINT ONE SOLUTIONS LIMITED

2 - 7 years

₹ 1,50,000 - 3,50,000 P.A.

Chennai, Bengaluru

Job description

1) IT Helpdesk

Job Description

We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems.
You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company's reputation and business.

Primary responsibilities

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.

Requirements

Proven experience as a help desk technician or other customer support role
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 skills
Customer-oriented and cool-tempered
BSc/BA ,Hardware & Networking in IT, Computer Science or relevant field
Work Experience: 2 to 3 Years

1) Dialer Executive-Operations - Dialer & MIS (Dialer Management)

Job Description

Dialer Management:

Handling day to day operations & administration for dialer activities. (Includes Campaign building, filters,
strategies, reports etc.)
Assigning Resource Group, Numbering Plan, DNIS Setting, and External Filters for using Gateway Configuration
Exposure to "On Call" and Remote support to provide complete coverage.
Responsible for ensuring Dialer functions meet compliance requirements
Carry out in depth analysis of calling lists and identify the best times to call and do necessary changes to optimize contact rates
Planning & Scheduling system maintenance & new initiative deployment, with assistance of technologies,
to ensure littleToNo impact to operations productivity
Monitor Dialer performance against agreed SLARTA this includes monitoring PRI lines, agents, utilization and compliance.
Monitoring campaign and agent statistics, controlling abort rate and idle rate
Generating maximum agent utilization and contact per hour, per download and per dial metrics
Accurately collating of all core and noncore activities on a realtime basis to ensure up to date intraday
forecasts and accuracy in shrinkage calculations.
Creating Call tables and generating the daily reports of utilization of database

MIS & Analytics:

Drive Business Analytics & building models for campaigns & business.
Produce the standard and complex daily, weekly, monthly reports to cover key areas like agent headcount,
rewards, SPH, TAT, AHT, CPH, RPH, call dispositions and dashboards
Ensuring the value added reports on root cause analysis of SL performance, staffing, agent utilization and seat utilization
Preparing schedules for employees, Leave vacation planning, Shrinkage, etc
Assess risk levels for the portfolios across different segments
Process and analyze raw data, forecast conclusions and develop recommendations
Daily, Weekly & Monthly reporting (From campaign standings, Reconciliation, Dashboards, Incentives) etc
Suggest feedback/observations and cost effective techniques for improving service standards

Accountabilities & Activities:

Proactive approach in coordination, planning and teamwork.
Initiatives to identifying business gaps & for continuous improvement in persistency
Highlyfocused team member and resultsoriented in supporting complex, deadlinedriven operations, able to identify goals and priorities and resolve issues in initialstages
Team Player with excellent interpersonal, communication, analytical and planning skills with proven abilities in client relationship management & Analytics
Developing Standard Operating Procedures (SOPs) as per internal Operations and specified requirements
Handling process / procedure changes/improvements and ensuring optimal utilization of resources
Flair for formulating and implementing tactical strategies and contributing towards enhancing business volumes / growth and achieving profitability norms

Experience and Skills

Day- to- dayDialermanagement (Agent, Campaign, Report, Recording & Problem Knowledge of advanced Excel Skills to develop & automate reports/dashboards (Must)
Flexible in timings
Drive for high achievement
Eagerness for learning new processes and systems
Proactive approach in issue resolution
Focused outlook for achieving results
Good Analytical and interpersonal skills
Minimum 24 years in managing Dialer preferably Genesis Dialer
Should have a strong exposure to Contact Center Work Force Management
Salary 2.5 - 3 Lac.