Global Service desk/ Technical support

7-Eleven Global Solution Center – India; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

7-Eleven Global Solution Center – India in Bengaluru seeks a Service Desk professional with 1–5 years of experience to provide high-quality support via voice, chat, and email channels. You will resolve customer issues quickly and maintain a positive service experience.

You will document interactions in the CRM, meet KPIs, understand SLAs, and escalate complex issues to senior specialists. Night shifts may be required to cover US business hours.

Qualifications

• 1–5 years of Global Service Desk experience.
• Provide high-quality support via voice, chat and email.
• Resolve customer issues within defined SLAs.
• Document interactions accurately in the CRM system.
• Meet KPIs: first contact resolution, response time, CSAT.
• Adhere to shift schedules, including US night hours.

Responsibilities

• Handle inbound/outbound calls, chat, and email queries with professionalism and empathy.
• Understand and resolve customer issues within defined SLAs.
• Escalate complex issues to senior specialists/team leads when needed.
• Document interactions accurately in the CRM system.
• Meet KPIs: first contact resolution, response time, quality score, and CSAT.
• Adhere to shift schedules, especially during US business hours (night shift).

Skills

Global Service Desk experience

Customer support

Communication skills

Tools

CRM system

Job description

Experience: 1 to 5 years in Global Service Desk

Role Purpose: Provide high-quality support via voice, chat, and email channels to customers/internal stakeholders. Ensure quick resolution, excellent communication, and a positive service experience.

Key Responsibilities:

• Handle inbound/outbound calls, chat, and email queries with professionalism and empathy.


• Understand and resolve customer issues within defined SLAs.


• Escalate complex issues to senior specialists/team leads when needed.


• Document interactions accurately in the CRM system.


• Meet KPIs: first contact resolution, response time, quality score, and CSAT.


• Adhere to shift schedules, especially during US business hours (night shift).