Job Positions

• Job Description: • Act as a first point of contact (inbound and outbound calls) for all customers’ queries related to other technical concerns. • Assisting end-user over the phone or remote via CMRC, Remote Desktop Connection and Microsoft Teams • Provides troubleshooting and isolation assistance before escalating calls with dependencies to respective towers or group to resolve the concern of the end-user. • Must be able to escalate Level 2 concerns with dependencies to the respective tower/ groups to resolve the concerns of the customer. • Creation of tickets and ensuring that the ticket details are complete and has been verified. • Provides ticket updates or status to end-user related to the raised concern. • Monitoring and resolving tickets raised by users via ticketing portal (Dynamics365) • Password reset and checking of the SAP account status. • Creation of account through KOLAH, CSO Freegoods, OCP and AR portals. • Application installation via remote. • Provide solutions that help excellent customer experience. • Provide timely responses to customer issues. • Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer. • Take full responsibility and the required action for the assigned tasks. • Meet and adhere to attendance requirements based on Service Level Agreement • Meet and exceeds KPI targets set by the client. • Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.