Process Associate

JOB TITLE: Service Desk Analyst/ Process Associate (FL)

Experience: 3 - 7 years

Location: Sector 62, Noida
(Candidates from in and around NOIDA will be given preference.)

Shift: Australian / Early Morning Shift

Education: Graduate

PURPOSE OF THE ROLE:

We are an innovative team that consistently works hard towards our goal of delivering the best customer experience in the Telecommunications industry and helping our customers stay ahead of the game.

These are exciting times for Invia with rapid expansion and lots of opportunities ahead, this is your opening to join us and be a part of the success we are working towards.

Provide broad technical & customer support for desktop/laptops and mobility services within offshore managed services provider environment.

MAIN DUTIES/RESPONSIBILITIES:

• Provide exceptional technical support alongside high levels of customer service utilising various digital channels and telephone.
• Incidents and Service Requests are managed effectively; ensuring information is captured in the Service Management system for future reference and analysis, in line with ITIL principles.
• Liaise with customers, their internal support teams and external service providers as required to resolve Incidents and complete Service Requests, to ensure compliance with SLAs.
• Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate teams to maximise customer satisfaction
• Help the service delivery manager to identify trends by capturing reasons for contact and updating resolutions within Service Management system
• Commitment to documenting knowledge in the knowledge base, tech notes and articles within Service Management system

WHAT AWESOME CUSTOMER SERVICE LOOKS LIKE:

• Being fierce advocate for your customers by taking ownership of providing the complete customer care from first contact through to successful resolution of their issue or request
• Proven communication skills to ensure high quality and professional customer interactions
• A focus on exceptional customer experience as measured through customer service surveys, First Contact Resolution rate, and a range of customer focused KPIs.
• Overcoming objections, addressing complaints, and escalating issues as they arise
• Follow up with customers to ensure their request is satisfactorily resolved before ticket closure.

FOUNDATION KNOWLEDGE, SKILLS, EXPERIENCE & QUALIFICATIONS

• Excellent verbal and written communication skills to ensure proper recording of all customer interactions and closure of all presented issues.
• Sound knowledge of Microsoft Office products – XLSX, PPTX, DOCX etc.
• Excellent analytical and problem-solving skills to enable effective identification and resolution of mobility services and IT related issues
• Previous experience in:
• Working within an MSP service/help desk role supporting customers and end users
• IT Service Desk operations and incident management using the Incident Management System
• Supporting Windows laptop/desktop environments
• Microsoft 365, Active Directory and Azure environment
• Desktop remote support and management tools
• ITIL Certification or relevant experience and a strong understanding of ITIL Service Management
• Relevant tertiary or industry-certified qualifications
• An ability to diagnose and troubleshoot mobility management, telecom carrier processes and mobile device issues to help clients resolve their queries.

We’re looking for people who:

• Think outside the box and solve problems with creativity.
• Ability to work autonomously, and within a high performing, close-knit team, where we're continuously trying to improve everything we do.
• Are helpful, encouraging, and respectful to team members and everyone they interact with.
• Thrive in a fast-paced, sometimes crazy, agile, and dynamic environment.
• Exclusive Work-from-Office Opportunity within a Secure Zone

We offer

• On-the-job training on internal support systems and tools
• Supportive and approachable leadership
• Great opportunities for career growth
• Market-leading products that solve real client problems
• Open and sociable working environment
• Remuneration – based on experience