Service Desk Support Analyst

PMC Commerce; Vadodara; On-site; INR 300,000 - 420,000; Full time

Job summary

PMC Commerce is seeking a customer service/support specialist in Vadodara, India. The role involves handling high-volume inbound calls, logging and tracking incidents, and ensuring timely resolution while maintaining excellent customer satisfaction.

Cross-functional collaboration with UK and Indian teams is required, with rotational shifts to provide 24/7 coverage. The ideal candidate is fully fluent in English, has experience in technical or customer service support, and demonstrates strong

Qualifications

• Fully fluent in English.
• Experience in either a technical or customer service support environment, preferably high-volume inbound calls.
• Excellent interpersonal and communication skills.
• Extensive problem-solving skills.

Responsibilities

• Answer incoming calls professionally in line with PMC standards.
• Log calls accurately in real time in IMS with updates.
• Manage tickets through to resolution and provide ticket references.
• Analyze problems using probing questions, system knowledge, and manuals.
• Provide regular client and internal updates on incidents and status.

Skills

Fully fluent in English

Technical or customer service support

Excellent interpersonal and communicat

Extensive problem-solving

Customer service orientation

Willingness to learn and improve

Empathy

Multi-tasking under pressure

Job description

Summary:

Supportservices provide high quality operational and technical application and systemssupporttoPMC’s customers and internal business functions. This role is crucial to ensure great customer satisfaction forour customers and resolving the customers’ issues at first point of call. As oursupportteam is co-located in the UK and India, cross cultural awareness and the ability to communicate is essential. This is a customer servicerole but an interest in technology and providing impeccable serviceto our customers is key.

Key Accountabilities

• Coordinating with the Management team, Baroda, and other Team Leader(s) to deliver the day-to-day activities to ensure a good level of serviceis delivered to our customers

• Answer incoming calls in a professional and courteous manner, in line with PMCstandards and within set SLAs

• Log calls accurately, in real time, and to PMCstandard in IMS, relating to all data including initial problem description; Assignment to third parties; Actions taken; Call closure

• Support the applicationsupportmanagement team to continually improve the standard operating procedures andsupportbest practices

• Manage tickets through to resolution, ensuring all updates and relevant communications are recorded.

• Provide caller with their unique ticket reference number

• Analyse the reported problem by -

  • asking probing and relevant questions
  • applying own system knowledge
  • using reference documents and manuals
  • site History
  • account handbook
  • reference to knowledge base
  • requesting assistance from team members in the UK or India

• Make outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and accurately logged

• Provide regular client and internal communication on assigned activity and incidents ensuring that interested parties are clear on their status, highlighting any issues that might impact delivery in the defined timescales to the applicationsupportmanagement team

• Continually protect the PMCbrand by ensuring an awareness of the impact of non-delivery onPMC’s reputation with the client

Please note that this role works on a rotational shift basis to ensure sufficient coverage for24/7 and meet the needs of the business.

Skills and Experience | Essential

• Fully fluent in English
• Experience in either a technical or customer servicesupportenvironment, preferable high-volume inbound calls
• Excellent interpersonal and communication skills
• Extensive problem-solving skills

Skills and Experience | Essential

• Fully fluent in English
• Experience in either a technical or customer servicesupportenvironment, preferable high-volume inbound calls
• Excellent interpersonal and communication skills
• Extensive problem-solving skills

Skills and Experience | Desirable

• Experience within the retail, hotel or leisure environment, with an insight of systems such astills / EPOS, PMS / reservation systems etc.
• Experience in providing services to agreed SLAs

Personal attributes

• Strong customer serviceandsupportfocus with a desire to deliver a high-quality service
• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Self-motivated and highly professional with ability to follow through on tasks
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• A desire to learn and improve skills and knowledge
• Adaptable and flexible to business demands
• Strong organizational and planning skills
• Positive ‘can-do’ attitude, team player