L1 Support ( Technical Service Desk)

We are seeking an experienced L1 Support (Technical Service Desk) professional to join KVC Consultants Ltd, a leading IT sector company. In this role, you will be the first point of contact for clients, providing technical assistance via inbound calls, emails, and chat. Your expertise in troubleshooting software and hardware issues, along with strong communication and customer handling skills, will be crucial in achieving First Contact Resolution and ensuring excellent customer service.

Roles and Responsibilities:

• Answer phone calls, emails, and chat messages from clients regarding technical issues.
• Troubleshoot software and hardware problems, aiming for First Contact Resolution (FCR).
• Escalate complex issues to the appropriate team members seamlessly.
• Document all customer interactions thoroughly in the ticketing system.
• Stay up-to-date on the latest technical developments and product information.
• Provide excellent customer service, ensuring client satisfaction.

Skills Requirement:

• Minimum 2 years of experienced Customer & Technical Support (Inbound calls / FCR - First Contact Resolution).
• Experience in Voice and Email Support for US clients.
• Strong customer service and handling skills.
• Excellent written and verbal communication skills (Language/Grammar Proficiency).
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.
• Familiarity with the ServiceNow Ticketing tool.
• Knowledge of common technical troubleshooting tools and techniques.
• Knowledge of ITIL Framework is required.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience.