Technical voice support

Dynpro; Hyderabad; On-site; INR 320,000 - 440,000; Full time

Job summary

Dynpro is seeking an IT helpdesk professional to provide timely resolution for voice and non-voice interactions across multiple channels. You will document incidents in the CRM, escalate when needed, and stay updated on ongoing issues.

The role requires strong communication, problem-solving, and the ability to work across different time zones. Ideal candidates have excellent written and verbal skills, familiarity with Windows/MacOS, and knowledge of MS Office.

Qualifications

• Excellent written and verbal communication skills.
• Ability to understand and explain complex ideas clearly.
• Strong problem-solving abilities with a customer-focused mindset.

Responsibilities

• Provide timely resolution for voice and non-voice interactions (phone, email, tickets, chats, voicemail).
• Document incidents and requests in the CRM and ensure tickets are closed or escalated as needed.
• Stay informed about ongoing issues and environment changes communicated by email and other channels.
• Meet KPIs like CSAT, First Call Resolution, and adherence; participate in coaching.
• Identify knowledge gaps and help create/update knowledge documents.
• Create positive customer experiences and build relationships through in-depth problem understanding.
• Be self-motivated and capable of working across 24x7 shifts.
• Adhere to ethics, vision, mission and core values.
• Switch between different countries and cultures (Americas, EMEA, APAC).

Skills

Communication skills

Analytical skills

Problem-solving

MS Office

Windows & MacOS

Hardware knowledge

Timezone flexibility

Tools

CRM software

Job description

Role & responsibilities

Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.

• Analyze and resolve incidents and service requests regarding use of application software or hardware. basic knowledge about computer software and hardware.
• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
• Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions. Adhere to contact quality guidelines.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
• Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
• Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
• Should be flexible to work in different shifts as ISS-Business works 24 x 7.
• Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.
• Adheres to Code of Ethics, Vision, Mission and Core Values.
• Ability to switch between different countries and cultures (Americas, EMEA, APAC

Preferred candidate profile

• Excellent written, verbal, listening, analytical skills.
• Easily grasp and communicate complex ideas.
• Excellent problem-solving skills.
• Knowledge of MS Office 2010, 2013 including Outlook.
• Knowledge of computer hardware and software.
• Knowledge of Operating Systems like Windows 10 and MacOS.
• Knowledge of network and internet.