Opportunity For Customer Support Desk - Agent Role - Bangalore

HCL Hiring for Customer Support Desk - Agent Role - Bangalore Location

Years of Experience - 2+ Years of Experience.

Shift - Rotational Shift & Rotational Off (24/7 Shift).

Work Mode - Work from Office.

Work Location - ITPL - Whitefield Bangalore.

Kindly note Graduation is mandatory.

This requirement is a bit urgent. Requesting candidates who are Immediate Joiners or max 30 days notice period to apply.

Job Description -

• Job Description - Inbound Phone Handling:
• Answer inbound phone calls
• Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customers request
• Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.
• Guide customers on self-service enablement
• Advise customers on SR/ASR/Incident priority validating business justification
• Upgrade/downgrade ticket priority for incidents aligned with business justification
• Support customer queries on lead time
• Support customers in finding the right stakeholders to connect with
• Guide customers how to schedule an expert consultation
• First Level Resolution and Dispatching:
• Monitor inbound e-mails and manually create cases where automated case creation fails
• Answer customer queries on the Roles and Responsibilities Excel
• Monitor unassigned cases and service request tickets
• Dispatch cases to regional CoEs and assign cases and service request tickets to processors
• Support the shift coordinators and global head with operational activities
• Ramp up quickly on the technical and functional domains
• Identify, analyze, and resolve customer issues, independently
• Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches
• Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery
• Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency
• Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation