Customer Helpdesk

Yotta Infrastructure; Delhi, New Delhi, Dadri; On-site; INR 250,000 - 400,000; Full time

Job summary

Yotta Infrastructure in Delhi is seeking a Team Member of Customer Helpdesk to monitor IT infrastructure and BAU activities. You will handle customer queries via phone and email, create tickets, and route issues to the appropriate technical teams.

You will coordinate with customers, internal teams, and vendors, maintain response times and SLAs, publish incident communications, and educate customers on Yotta's portal. Strong documentation and adherence to management systems are expected.

Responsibilities

• Monitor IT infrastructure and BAU; respond to customer phone calls and emails
• Understand requests/incidents, create tickets, and map to correct technical teams
• Coordinate with customers, internal tech teams, vendor teams, and cross departments
• Maintain Response & SLA; publish communications based on activities and incidents
• Educate customers on Yotta's customer portal
• Notify Shift In charge of critical alerts; publish reports per shift
• Ensure compliance to all organization management systems

Job description

Job description

The Team Member of Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.

• Answer / reply on customer phone calls & mails.
• Understand the customer request / incident and create a ticket and map it to the correct technical teams.
• Coordinate with customer, internal tech teams, vendor team, cross department.
• Maintain the Response & Update SLA.
• Publish communication based on activities, incident, etc.
• Educate customer on Yotta's customer portal.
• Make the shift in charge aware of alerts generated which are critical.
• Coordinate with cross department as and when required.
• Every communication to be documented on mail.
• Identify issue which are a hindrance in day-to-day operations and have it added in the Shift leads tracker.
• Alert the Shift In charge based on criticality of Alert / customers mail.
• publishing reports in every shift.
• Ensure Compliance to all the management systems of the organization.