Customer Helpdesk

Yotta Infrastructure; New Delhi; On-site; INR 300,000 - 540,000; Full time

Job summary

Yotta Infrastructure is seeking a Team Member of Customer Helpdesk in Delhi to monitor IT infrastructure and manage customer inquiries via calls and emails. You will create tickets, route to technical teams, and maintain SLA while updating customers through the Yotta portal.

The role requires clear communication, good documentation, and willingness to work in shifts. You will collaborate with cross-functional teams and ensure compliance with company systems.

Qualifications

• Experience in IT helpdesk or customer support.
• Understanding of IT infrastructure and services.
• Strong communication and documentation skills.
• Willingness to work in shifts and coordinate with multiple teams.

Responsibilities

• Answer and reply to customer phone calls and emails.
• Create tickets and map to the correct technical teams.
• Coordinate with customers, internal tech teams, vendor teams, and cross departments.
• Maintain Response and SLA and publish communications on incidents.
• Educate customers on the Yotta customer portal.
• Notify shift in charge of critical alerts and publish shift reports.
• Coordinate across departments as needed and document all communications via email.
• Identify day-to-day hindrances and log them in the Shift Leads tracker.
• Ensure compliance with organizational management systems.

Skills

Customer support

Ticketing system

Incident management

Communication skills

Cross-functional coordination

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.