Job Description
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Service Delivery Consultant-1299243
Description
Profile:
§ Troubleshooting Hardware / Networking/OS related queries of our global customers Over Phone which involves working in different time zones § Take calls from Global customers and initiate the right response to them, positively and professionally § Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand § Willing to work in shifts; Excellent written & spoken communication skills Responsibilities • Answer contacts promptly and professionally § Log/Validate all contacts Call Handling Database § Resolve a high percentage of customer problems using the relevant tools and systems § Manage end to end all calls logged, providing regular updates to customers on call status § Complete follow-on actions as appropriate § Invoke Escalation Procedures within defined time frames § Adhere to Policies & Procedures § Work to achieve individual and team goals § Protect confidential and sensitive information and materials § Observe strict compliance to licensing, copyright and trademark legislation § Accomplish other duties as required § High Technical skill sets & Hands on technical support experience § Super user of Microsoft Office § Adherence to policy and procedures (compliance) § Ability to multi-task and prioritize § Ability to manage commitments to customer, manager etc § Ability to diagnose problems and take corrective action § Ability to assess progress against SLA and intervene as necessary § Ability to work with individuals to review measures and to coach towards meeting SLA’s • Ability to escalate as appropriate |
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Qualifications
Education and Experience Required:
Bachelor’s degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May hold entry-level certification(s) in work field. Typically 0-2 years of relevant experience with Bachelor’s degree, or 2+ years of relevant experience with 2 year post-high school degree.
Knowledge and Skills Required:
Typical skills include:
· (developing) understanding of technology in direct responsibility
· (developing) General understanding of related technologies
· (developing) Customer Service
· (developing) Project Management
Job - Services
Primary Location - India-Karnataka-Bangalore
Schedule - Full-time
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