Provide first-level contact and convey resolutions to customer issues- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem-solving process
- Follow up with customers, provide feedback, and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products, and services.
- Attend back to back calls
Requirements and skills
Proven working experience in providing Help Desk support
Proficiency in Telugu, Hindi and English
Working knowledge of help desk software, databases, and remote control
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
