Junior Service Desk Associate

Not Disclosed
1-2 Years Full Time
Bangalore, Karnataka, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 21
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Job Description


Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operationalsupport via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing “white glove” customer service and satisfaction.


*Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.

*Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.

*Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.

*Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc)

*Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.

*Complete assigned tasks accurately and within required customer assigned Service Level Agreements.

*Utilize resources to manage transactions, escalating issues appropriately.

*Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.

*Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations.

*Display professional, positive, and courteous phone etiquette.

*Resolve callers issue accurately and efficiently to minimize call backs.

*Understand and proactively addresses users concerns, identifying the root of the issue.

Skills & Qualifications:

*Excellent Verbal and Written Communication and Customer Support Skills

*Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred

*Fair understanding of android and iOS phones is preferred

*Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays

*Computer literate

*Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage


*High School pass is minimum requirement with Excellent Communication skills

*BSc, B.Com and BA or Diploma holders (12+3 years of education).

Working conditions and requirements:

*Training and work location from office.

*Should be ready to work in a 24x7 environment with rotational shifts

*Work From Home will be at company’s discretion

*Should have a reliable and fast WiFi connection at home.

*Should be ready to connect via video during training and 1 on 1 discussions.

*Should have a safe and suitable work environment at home

*Should be able to work as per the break/lunch timings allocated by the supervisor

Selection Criteria:-

*V&A Assessment


Skills Required: Chatting, Email