Enterprise Service Desk -American Software Company (TP-GGN)

Job Description

ROLES AND RESPONSIBILITIES

• Record and deal directly with user calls and queries using the local ticketing and support software.
• Manage tickets through their lifecycle and give regular progress reports to the end-user.
• Support customers (internal or external) with a focus on service in the project, monitor and escalate all incidents according to agreed service levels
• Keep internal and external users informed of status and progress.
• Meet/exceed client expectations and manage customer relations.
• Develop and document technical solutions and reporting solutions with IT-related procedures and improve efficiency.
• Extensively use the support software and email communication to monitor and improve team performance for optimal client satisfaction and team development.
• Support and maintain good relationships with other colleagues.

JOB DETAILS

Company:  Teleperformance 398
Client Process:  American Software Company (Confidential)
Post: Enterprise Service Desk 

• Location: Gurugram
• Shift timings: 24×7 Rotational Shifts
• Working Days: 5 Days
• Offs: 2 Days (Rotational)

IMPORTANT INFORMATION

• Applicants should be willing for WFO 
• Selected candidates have to visit the office, on the day of joining for onboarding/ Induction/ documentation.

PERKS & BENEFITS

• Salary: Upto ₹33,000 +₹2,000 Monthly (CTC)
• Incentives: Based on Performance
• Free Meals
• Both Side Cab Service

SELECTION CRITERIA

• Education: Graduate candidates
• Experience:  6+months experience as Network Engineer, Client Service Desk, and Desktop Engineer.
• Exposure to HTML & Java is required.
• Proficient verbal and written English language skills
• Non BPO experience would also work however the candidate is fluent in English language skills.

SKILLS REQUIRED

• Customer orientation and ability to adapt/respond to different types of characters
• Good customer service skills and great enthusiasm for helping customers
• Ability to multi-task, prioritize, and manage time effectively
• Must be an energetic self-starter with the ability to work both independently and within a team
• Excellent communication and presentation skills

OWNERSHIP

• Broadband Connection (50 – 100 Mbps)
• Power Backup
• Laptop (Min Specs: 8 GB RAM, 520 HDD with i5 Processor)

INTERVIEW PROCEDURE:

• Round 1 – HR (Telephonic interview)
• Round 2 – Ops (Video/Telephonic interview)
• Round 3 – Client Round (Video/Telephonic interview)