Concentrix Daksh Services India Private Limited.

WFM -Helpdesk/Service Desk-Associate

Concentrix Daksh Services India Private Limited.
300000 - 600000 P.A.
1-4 Years Full Time
Bangalore, Karnataka, IN

Vacancy: Not Disclosed Posted: 2 years ago Applicants: 14
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Job Description

ROLE : WFM, Help Desk Analyst

DESIGNATION : Analyst, WFM

LOCATION : Bangalore

YEARS OF EXPERIENCE : 1+ Years

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

  • Individual contributor role
  • White glove end user support of Product Experts and Domain Experts
  • In-depth technical troubleshooting of new technology that enables experts provide world class care experiences
  • Monitor for incoming issues during a scheduled shift and react with speed and accuracy
  • KCS (Knowledge Centered Service) awareness is an add on. To provide real time assistance with employee support, systems, application etc. and to create and maintain documentation as part of the process
  • Understand an issue, use key words to search for solution in Knowledge/data base
  • Apply the prescribed solution for the user and verify the fix with the end user
  • Escalate the issue if relevant solution is not available in the database/ unable to fix the issue/ inform if the database needs upgrade
  • SNOW (Service Now) and Slack will be the only modes of communication

Key skills & knowledge:

  • Soft Skills; able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
  • Diligence, alertness; able to maintain focus on new, incoming issues while continuing to work on existing tasks
  • Self-motivation: displays a willingness to take on tasks without being asked
  • Adaptability; comfortable in a constantly changing environment
  • Comfortable supporting a wide range of end-user issues
  • Able to deliver a delightful technical support experience to non-technical end users
  • Willingness to engage other support teams, seek help, ask questions
  • Customer facing break/fix for call center environments and remote workers
  • Providing tech support to customer-facing customer service agents
  • Knowledge Centered Support (KCS); documentation and process
  • Supporting end-user issues with the following technologies but not limited to: Salesforce, VoIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, Service-Now, Bluejeans, video conferencing, remote desktop, etc.

Educational Qualification :

  • Bachelors degree in any discipline.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Skills Required: Calling,Call Centre


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