Us International Service Desk/ Tech Support Voice Role Bangalore/Pune

Kvc Consultants Ltd.; Pune District, Bengaluru; Sur place; INR 450 000 - 700 000; Plein temps

Résumé du poste

KVC CONSULTANTS LTD in Pune seeks an International Service Desk professional to support end users via calls, chat, and email. You will diagnose issues, log tickets, and ensure timely resolutions in line with SLAs.

Ideal candidates have SD experience, fluent English, and willingness to work from Pune or Bangalore. The role offers a fixed salary range (4.5–7.0 LPA) depending on experience and location.

Qualifications

• Proficient in English (read, write, speak).
• Experience in an international service desk or IT help desk.

Responsabilités

• Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
• Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
• Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
• Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.
• Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.
• Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues.
• Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution.
• Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement.
• Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process.
• Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages.

Connaissances

English proficiency

Customer support

Incident management

Ticketing

Communication

Outils

Ticketing system

Description du poste

HR Greetings from KVC CONSULTANTS LTD!!

Job description:

We Are Hiring For International Service Desk Role With Leading IT Company.

SALARY STRUCTURE :

Rs 4.50 LPA --5.50 LPA GRADUATE with 1+ Years of Experience

Rs 5.50 LPA --7.00 LPA GRADUATE with 2+ Years of Experience

Language: Proficient in English (Read + Write + Speak )

Role purpose:

Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests

Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.

*Roles and Responsibilities of Service Desk in an International BPO*

• Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
• Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
• Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
• Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or elevate to higher-level support teams when necessary.
• Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.
• Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues.
• Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution.
• Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement.
• Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process.
• Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Mandatory Language Skill: Prior SD experience and good English speaking skills

NO PLACEMENT CHARGES