Designation - Service Desk Engineer
Experience - 0.8months
to 1yr
Location - Ghansoli
(Navy Mumbai)
Role description:
1. This is a PAN
India base project for Reliance Retail IT.
2. It is a L1 Voice
Technical Support profile for retail project.
3. He/ She will be
the first point of contact to all kind of calls/ query/ tickets.
4. Have to answer
inbound calls from a toll-free number.
5. Customer (people
working in store/ billing counter) will be making the call when some technical
issue is been faced in the store regarding printer, POS machine, desktop,
billing machine, bill printer etc.
6. Should listen to
the call, understand the query, login the ticket in system and provide proper
resolution on call to the customer.
7. You have to
maintain SLA while working on live calls/tickets.
8. If any ticket is
not been able to resolve by the engineer, then the ticket will be passed on to
the particular concern team.
9. Multiple follow
ups need to be done by making outbound calls for open tickets to get it closed
on time and to maintain the minimum bucket count.
10. Must maintain
the quality of calls and performance/productivity.
Eligibility.
1. Must have
completed 10+Diploma for 3yrs or 12+Degree/Diploma for 3yrs.
2. Must have a
laptop/ desktop in working condition and good Wi-Fi connection.
Other prerequisites:
6 days working 1
rotational week off.
2. Sat and Sun
working.
3. Since it is
retail background it will be working on festival and national holidays.
4. For festival
holiday working comp off will be provided.
5. For national
holiday working double pay will be given.
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