Junior Service Desk Associate

**Role: Contact Center – Customer Support** **Designation: Tr. Customer Support Representative – Mobile Support** **Level 1** **Department: Operations** **Reports to: Team Leader** **Summary** Tr Customer Support Representative for Mobile/ Fixed line provides day\-to\-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi\-tasking while providing “white glove” customer service and satisfaction. **Responsibilities** * Provide day\-to\-day operational customer service via inbound calls and web support via live chats, email and portal activities. * Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information. * Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client. * Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc) * Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift. * Complete assigned tasks accurately and within required customer assigned Service Level Agreements. * Utilize resources to manage transactions, escalating issues appropriately. * Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer. * Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations. * Display professional, positive, and courteous phone etiquette. * Resolve caller's issue accurately and efficiently to minimize call backs. * Understand and proactively addresses user's concerns, identifying the root of the issue. **Skills \& Qualifications** * Excellent Verbal and Written Communication and Customer Support Skills * Freshers/ candidates with domestic BPO experience, 0\-6 months experience preferred * Fair understanding of android and iOS phones is preferred * Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays * Computer literate * Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage **Education** * High School pass is minimum requirement with Excellent Communication skills * BSc, B.Com and BA or Diploma holders (12\+3 years of education). **Working Conditions And Requirements** * Training and work location from office. * Should be ready to work in a 24x7 environment with rotational shifts * Work From Home will be at company’s discretion * Should have a reliable and fast WiFi connection at home. * Should be ready to connect via video during training and 1 on 1 discussions. * Should have a safe and suitable work environment at home * Should be able to work as per the break/lunch timings allocated by the supervisor **Selection Criteria:\-** * V\&A Assessment * Interview