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Role Description: Level 1 Global Service Desk agents are the first point of contact for Clients to resolve various business systems and applications related problems; onsite engineering personnel; and Authorized Service Providers on standard, specialized or complex systems. They are required to interact with customers across geographies (through multiple support mediums) and provide issue resolution / right responses, positively and in a professional manner.
Job Description & Responsibilities:
• Required to interact with customers across geographies (through multiple support mediums: Calls/Chats/Emails/Portals) and provide issue resolution / right responses, positively and professionally.
• Work within a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
• Provide the most appropriate solutions through remote contact, probe problems and communicate in such a way that non-technical users can comprehend instructions and advice.
• Collaborate with other resolver groups to identify solutions that foster first call resolution
• Be proactive & anticipate issues or situations which impact service availability and critical response time, and recommend necessary mitigation steps escalating to management’s attention, where appropriate
Knowledge and Skills:
• Excellent communication skills (English) in both written and verbal communication.
• Familiarity & hands-on experience with computer technology
• Familiarity with application support (preferred)
• Problem-solving skills & accuracy in data entry.
• Experience in a phone-based remote role, e- support, e-chat or similar (preferred)
• Flexible to work in rotational shifts 24x7
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