Position Summary

The job holder is responsible and accountable for maintaining working relationships with small and medium strategic accounts by ensuring effective Customer Support and managing escalations and suggesting improvements to enhance customer satisfaction 

Responsibility Description

Troubleshooting and Technology Support 

• Supports and provides service support via Phone, email and web portal ensuring effective resolution of customers’ concerns in the quickest possible manner.
• Routing the issue to correct team by understanding the issue properly.
• Should act as a first point of contact for customers for all issues related to organization’s service support.
• Gathers and records accurate service support incident information.
• Listens and understands customers’ concerns; provides required guidance and information using the available resources.
• Ensures complete control of the call by managing difficult customer situations, responding promptly to the needs of the customers; identifies and escalates issues as and when required.
• Performs primary investigation in all issues received.
• Follows up on escalated and re – assigned service support requests and tickets.
• Identify the solutions and contributes to the knowledge base and utilizes it as required.
• Provides service health feedback based on received requests and tickets

System Update 

• Records the details of the issues in the system.
• Updates the existing database with any modifications or changes and the present status of the customer’s request / issues.
• Utilizes service specific tools to resolve first line support requests.
• Recognizes, documents, and informs the supervisor regarding the trends in customer calls.
• Proper handover to the respective team member while changing shifts

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Liaisons with Other Business Units

• Interacts with respective business units to plan and execute Client requirements and set proper client expectations

Updates Attendance Records 

• Adheres to shift timings and rotation schedules.
• Updates his/her own attendance records and team members in a timely and accurate manner

Self-Development 

• Strives to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.
• Identifies the training and development requirements for self and agrees on them with manager to ensure that the required trainings are arranged and attended.
• Sets the performance goals in the beginning of the year after discussion with the manager and ensures that the goals are achieved during the course of the year

MIS and Reports

• Prepares timely and accurate MIS statements and reports as required 

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Policies, Systems, and Procedures 

• Provides feedback regularly on the effectiveness and soundness of policies and procedures of the Customer Support
• Ensures that policies and processes fulfil all procedural/legislative requirements while delivering a quality, cost-effective service. Understand and embrace the corporate information security framework and
• perform duties according to the policy, procedures, standards, and guidelines.

Quality Management and Continuous Improvement 

• Ensures compliance to all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service.
• Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices considering best practices, improvement of business processes, cost reduction and productivity improvement. 

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Academic/ Vocational Qualifications

• Minimum graduate degree or equivalent required 
• Knowledge of ITIL Foundation 

Work Experience

• Minimum 2 years of customer service in IT experience required.
• Experience in working on Service Management Systems