Senior Associate - Service Desk ( SD1 )

Microland; Bengaluru; Sur place; INR 250 000 - 450 000; Plein temps

Résumé du poste

Microland in Bengaluru, Karnataka, is seeking a customer support specialist to manage and resolve complex technical issues via phone, email, or chat. You will collaborate with internal teams to escalate and resolve problems, while documenting resolutions in knowledge base articles.

You will analyze service desk metrics, contribute to quality improvements, and participate in training to mentor junior associates. Prioritize timely, professional solutions and maintain high service standards.

Responsabilités

• Manage and resolve complex technical issues through phone, email, or chat support.
• Provide timely and professional solutions to customer inquiries and complaints.
• Collaborate with internal teams to resolve escalated issues and improve overall service quality.
• Develop and maintain knowledge base articles to document resolutions to common issues.
• Analyze and report on service desk metrics to identify areas for improvement.
• Participate in training and mentoring junior associates to enhance their skills and knowledge.

Description du poste

• Manage and resolve complex technical issues through phone, email, or chat support.
• Provide timely and professional solutions to customer inquiries and complaints.
• Collaborate with internal teams to resolve escalated issues and improve overall service quality.
• Develop and maintain knowledge base articles to document resolutions to common issues.
• Analyze and report on service desk metrics to identify areas for improvement.
• Participate in training and mentoring junior associates to enhance their skills and knowledge.