·
Provide effective and timely
resolution for all voice and non-voice interactions (phone, email, self-service
tickets, chats and voicemail) with end users
·
Analyze and resolve incidents
and service requests regarding use of application software or hardware
·
Document every incident and
support request in the CRM tool and ensure the tickets are closed or escalated
as appropriate
·
Should have basic knowledge
about computer software and hardware
·
Should stay informed about
ongoing issues/outages, changes in environment that are communicated via email
and other channels regularly
·
Meet key performance
indicators like Customer Satisfaction Survey scores, Contact Quality, First
Call Resolution, schedule Adherence and participate in individual/group
coaching sessions
·
Create a positive customer
support experience and build strong relationships through deep problem
understanding with a consummately professional attitude
·
Should be a self-motivated
achiever who gains satisfaction from providing excellent customer service
·
Should be a quick learner and
team player