Associate – IT (Customer Service Team)

Job Role : Associate – IT (Customer Service Team)

Location : Andheri - Marol

6 Days working

About the role:

We are expanding our IT team at PLIX as we continue to grow and are looking for an Associate – IT (Customer Service Team) who will be responsible for supporting and maintaining the IT systems, telephony infrastructure, and dialer solutions used by our customer service operations.

The ideal candidate should have recent experience working in a BPO environment, preferably supporting sales or telesales teams, with a good understanding of dialer systems, call routing, and contact centre technology.

What You’ll Do:

● Provide IT support for customer service and telesales operations, ensuring minimal downtime and smooth functioning of day-to-day activities.

● Manage and troubleshoot dialer systems, telephony applications, and call centre software.

● Support the configuration and maintenance of auto-dialers, predictive dialers, IVR systems, and call routing solutions.

● Troubleshoot issues related to calls, agent logins, headsets, connectivity, and system access.

● Coordinate with internal IT teams and external vendors to resolve technical issues and ensure timely resolution.

● Monitor system performance and identify recurring technical issues impacting agent productivity and call operations.

● Support the setup and configuration of systems for new agents, including user access, extensions, and telephony tools.

● Maintain documentation of IT issues, resolutions, system configurations, and support activities.

● Work closely with customer service and telesales teams to understand operational requirements and provide timely technical assistance.

● Assist with system upgrades, testing, and implementation of new tools or enhancements for contact centre operations.

What you Offer:

● Have 3-4 years of relevant experience in IT support, preferably in a BPO or contact centre environment.

● Have recent work experience in a BPO, ideally supporting sales, telesales, or customer service operations.

● Have hands-on knowledge of dialer systems, telephony platforms, IVR, and call routing.

● Understand contact centre operations and the technical requirements of high-volume calling teams.

● Have experience troubleshooting hardware, software, network connectivity, and user access issues.

● Possess good problem-solving, communication, and coordination skills.

● Are comfortable working in a fast-paced environment and resolving issues within defined timelines.

Why Join Us?

Plix has been recognized as one of the Best Places to Work - and for good reason. At Plix, we’re redefining beauty and wellness through bold innovation and plant-based solutions. As one of India’s fastest-growing D2C brands - now backed by Marico, we’ve pioneered products like the world’s first effervescent Apple Cider Vinegar.

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits:

• Food provided
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person