Job Title: Lead Sr. Associate
| 1) Overview |
| Executive – Service Desk will be primarily responsible for performing L1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues |
| 2) Principal Accountabilities | |
| Primary Responsibility | Supporting Actions |
| · Service Delivery | · Roles & Responsibilities: · Proactive participation in work planning, managing escalations with assistance and reporting. · Supervisory responsibilities for professionals at junior levels at technical level and day to day activities. · Display of technical proficiency to complete high-volume and high complexity tasks under general supervision. · Flair to make decision based on guidelines and prior training or experience. · Identify process improvements, ITIL process flows like problem management etc. and principles of quality assurance. · Responsible for end to end customer support through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails). · Responsible for making sure all service requests are tracked, logged, and maintained as per client/organization standards, to publish monthly reports to leadership. · Manage customer communications (verbal and written) with ability to switch between different countries and cultures (Americas, EMEA, APAC) · Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contract quality guidelines and SLAs. |
| · People Related Skills | · Individual contributor role · Client facing experience |
| 3) Attributes Required | |
| Experience | Qualifications |
| · 3-6 years (Relevant experience in Support and Project Management) Certifications & Trainings: · Awareness of ITIL standards (preferably trained) Technical Skills: · Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint).. · proficient in 1 or more IT Service Management Tools (Service Now, JIRA etc.) Cross Functional: · Perception to understand the impact and end goal of deliverables. · Understands how the customer system / application works Soft Skills: · Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests · Good verbal and written communication skills with emphasis on Business communication to interact with internal team and external clients. · Decision making skills · Customer Service Attitude · Good at handling team with interpersonal skills to work in a group with good team spirit. · Problem Solving skills. · Analytical skills · Work hour flexibility | · Graduate |
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