JOB DESCRIPTIONS – HELP DESK & TECHNICAL SUPPORT OPERATIONS
1. HD Ticket Dispatch Executive / Customer Support Coordinator
Department: Helpdesk Operations
Reporting To: HD Operations Manager
Location: Centralized Helpdesk / HO
Role Purpose
To act as the central entry and control point for ATM, Battery OEM and Non-ATM service requests by ensuring timely call intake, validation, logging, and dispatch within defined SLAs, with zero ticket leakage and high data accuracy.
Key Responsibilities
Multi-channel call intake (Portal, Email, IVR, OZONTEL, WhatsApp, QR, IoT)
Call validation including warranty / OOW checks (Chargeable checks) with serial no
Accurate CRM logging for ATM, Battery OEM and Non-ATM calls
Dispatch within 20-minute for ATM and defined Non-ATM TAT
Coordination with branches for ticket dispatch to field Engg
Send Call pending report at end of day
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
