Service Desk Agent

Tata Consultancy Services; Dadri; On-site; USD 3,408 - 6,816; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to join their dynamic team. In this role, you will be the first point of contact for customers, providing essential assistance for their technical issues. Your expertise in troubleshooting and customer service will help maintain the company's reputation for excellence. With a focus on creating value for clients, you will engage with customers through various channels, ensuring their problems are resolved efficiently. This is a fantastic opportunity to grow your career in a supportive environment while making a significant impact on customer satisfaction.

Qualifications

• 2-5 years in inbound customer service or service desk roles.
• Strong technical knowledge and effective communication skills.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Perform remote troubleshooting and guide customers through solutions.
• Record issues and resolutions in logs and follow up with customers.

Skills

Customer Service

Technical Support

Problem Solving

Communication Skills

Remote Troubleshooting

Job description

Preferred Experience Range: 2 to 5 years of experience in an inbound customer service environment/ Service Desk.

Location: NOIDA

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.

Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Responsibilities

1. Serving as the first point of contact for customers seeking technical assistance over the phone, chat, or email.
2. Performing remote troubleshooting through diagnostic techniques and pertinent questions.
3. Walking the customer through the problem-solving process.
4. Directing unresolved issues to the next level of support personnel.
5. Providing accurate information on IT products or services.
6. Responding to email messages for customers seeking help.
7. Recording events and problems and their resolution in logs.
8. Following up and updating customer status and information.
9. Passing on any feedback or suggestions from customers to the appropriate internal team.
10. Identifying and suggesting possible improvements to procedures.
11. Installing, modifying, and repairing computer hardware and software.
12. Determining the best solution based on the issue and details provided by customers.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting