Ob Requirement
- Excellent English communication skills.
- Required with an experience in international voice profile (global clients) - Inbound/Outbound (technical support). Preferably US.
- Experience with at least L1 Desktop troubleshooting. The role will require L1 ServiceDesk skills as the team only manages L1 troubleshooting for Desktop and third-party application support, the team resolves 60-65% of all issues.
- 2.5 years of experience (preferable)
- Experience working in 24X7 voice support function.
- Ready to work in shifts with non-weekend Weekly offs is a requirement for this role.
- Experience working on ACD (Automatic call distributor) would be preferable.
- Ticket management experience - Preferable with experience in ticketing tools like CASD, Remedy, SNOW etc. Incident management and information on Incident life cycle is a must.
- L1 Experience working on Citrix, AD management, office/desktop trouble shooting will be required.
Job Description
Apart from the above Job Requirements (which will roll into the job description) there are some other business imperatives that are a part of the role.
- The team supports B2B clients. i.e., We induct work through calls/emails/tickets from Hospitals & group of clinics
- The team works in shifts which requires to log into the ACD throughout the shift. A usual shift will be of 9 hour which includes 8 hours of login and 1 hour of break.
- Daily work would consist of L1 and L2 support for Allscripts applications.
- Daily work would consist of L1 troubleshooting only for Desktop and third-party application support, the team is majorly into catch and dispatch of issue tickets.
- A usual day consists of taking calls, working on emails & tickets to ensure quick resolution is given to the caller and daily follow up on tickets to closure.
- KPIs/KRAs/Goals majorly consists of AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, Ageing tickets, Escalation(error) management & Absenteeism.
