Job Title: Customer Service Executive
Location: Hyderabad Madhapur (Kavuri Hills)
Experience: 12 years in BPO or IT product service industry
Education: Bachelors degree in Computer Science or related field
Responsibilities:
- Provide firstline technical support to clients via phone email or chat resolving issues efficiently and effectively.
- Document all support interactions and solutions in the ticketing system ensuring accuracy and completeness.
- Troubleshoot and resolve hardware and software issues related to IT products or services.
- Escalate complex issues to appropriate teams or senior technicians for further investigation and resolution.
- Collaborate with crossfunctional teams to ensure timely resolution of client issues and inquiries.
- Proactively identify trends in client issues and suggest improvements to enhance overall service delivery.
- Follow standard operating procedures and guidelines for service desk support activities.
- Maintain a high level of professionalism and customer service orientation in all interactions.
- Stay updated on product knowledge and industry trends to provide accurate and uptodate information to clients.
- Participate in training sessions and knowledgesharing activities to continuously improve technical skills and expertise.
Skills and Qualifications:
- 12 years of experience in a service desk support role within the BPO or IT product service industry.
- Bachelors degree in Computer Science or related field.
- Good in technical troubleshooting skills with the ability to diagnose and resolve hardware and software issues.
- Excellent communication skills both verbal and written with a customerfocused approach.
- Proficiency in using ticketing systems and remote support tools.
- Ability to work independently and collaboratively in a fastpaced environment.
- Good problemsolving abilities and attention to detail.
- Flexibility to work in rotational shifts.
- Knowledge of ITIL framework and best practices preferred.
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