HELP DESK Support Representative

Job Title: Help Desk Support Representative (Voice Process)

Job Location: Gera Commerce Zone, Kharadi, Pune (UPS)

Department: Pune Service Desk-ECTS

Role Category: Voice

Job Summary: This position handles incoming communications from Account Executives (AE) and other UPS representatives regarding technical and procedural issues for UPS-supported applications. He/She records interactions in a Customer Resource Management (CRM) system for tracking and monitoring case status and resolution. This position identifies and defines problems, collects data, establishes facts, and draws valid conclusions. He/She understands and interprets technical concepts and applies logic and deductive reasoning. This is a fully voice process role with rotational night shifts.

Responsibilities:

• Responds to customer requests received by applying understanding and knowledge of supported systems and products.
• Troubleshoots and resolves customer problems via phone or remote capabilities.
• Responsible for meeting established individual and team performance targets, including service level, resolution, productivity, and quality standards.
• Maintains up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers.
• Adheres to established attendance and punctuality guidelines.
• Probes, isolates, and troubleshoots supported application problems.

Qualifications:

• Typing skills (minimum of 35 wpm) - Preferred
• Computer hardware and software knowledge, including the installation, removal, and troubleshooting of software, printers, scanners, scales, peripheral components, network configurations, and databases - Preferred
• Excellent written and verbal communication skills - Preferred
• Ability to work flexible shift hours, including rotational night shifts, up to 5 days per week
• Minimum of 3 months helpdesk/call center experience

Key Skills:

• Fluent English Communication
• Customer Service
• Technical Troubleshooting
• CRM Systems
• Typing Speed
• Product Knowledge
• Problem-Solving
• Flexibility
• Helpdesk/Call Center Experience
• Attendance and Punctuality