Job
Description
Roles and Responsibilities
We are hiring a talented Service Desk Agent professional to join our team. If your excited to be part of a winning team, Zensar is a great place to grow your career. Youll be glad you make the right choice to join us.
- Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Provide remote infrastructure support delivery and performing problem cause analysis
- Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Anticipate customer needs and effectively addressing concerns related to their issue or resolution
- Provide direct technical assistance to customers via phone, email, and chat.
Desired Candidate Profile
Must Haves:
- Preferred min. 1 years of experience in Service Industry
- ITIL v3/v4 Foundation certified
- General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
- Proficient in handling customer queries across the globe (primarily United States
- Exceptional verbal and communication skills
- Unparalleled Listening and Comprehension capabilities
- Proven service industry front line experience with handling high value/critical customers
- Ability to keyboard to capture important details on a call for documentation
Good to Have:
- Demonstrates knowledge on Quality Management Program.
- Preferred MCP/MSCE/MSCA/MCITP or HDI CSS
- ITIL knowledge of V2 or V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred
Hyderabad/Secunderabad, Pune, Bangalore/Bengaluru