Requirements
Candidate should be able to do work from home currently
Eligibility Criteria
Any graduate
Job Description
- Role purpose:
Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
Adherence to policies and procedures, closure of open calls after resolution.
Major activities: - Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
Required Skills
Good communications
