Excellent opportunity for BE/ B.Tech/ MCA fresh graduates of 2013/14/15/16 years’ passed-out batches to be part of HP or Accenture.
Role: Service Desk Agent (Level G) Candidates should possess excellent communication skills and should be willing to work on shifts.
Venue: 1st Floor,Meenakshi Tower, Above Post Office, Mankavu, Calicut
1. Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support. 2. Technologist to identify, investigate and diagnose the issue and take necessary action viz. resolves or assigns the issue to right assignment group. 3. Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation. 4. Provides resolution to customer based on in scope processes 5. Follows the incident life cycle as defined by process viz – logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure. 6. Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores. 7. Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement. 8. Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
1. Incident management and usage of ITSM 2. Excellent communication skills, with neutral accent. 3. Excellent written communication skills with email etiquettes. 4. Good problem solving and analytical skills 5. Excellent customer service skills 6. Ability to remain calm and courteous in periods of stress, and while facing an irritated customer and managing back to back calls when required.
1. Predominantly Voice Interaction support and also through email, chat & remote support. 2. 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays. 3. 10 hours shift with 1 hour break split into 2 short breaks and one lunch breaks. 4. 5 days working per week, with weekly offs based on roster.
1. Photo ID Card( Pan card / Passport / Driving License / Passport / Voter ID) 2. Mark sheets of Highest Degree (for all the semesters), XIIth , Xth 3. Degree Certificate/s 4. Resume 5. Passport-sized colored photographs.
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