Senior Process Executive

Key Responsibilities:

• To improve user confidence in the user of computer software being empathetic to a variety of new and experienced learners needs
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables
• Actively troubleshoot to identify assess record resolve and or escalate incidents and service requests ensuring they are handled within an agreed time limit within agreed processes and in a professional and customer sensitive manner
• To participate in an on call rotational providing 24 hours first line support service to users
• To deliver a first line support service via the Service Desk receiving incidents and service requests from various routes including telephone intranet and e mail
• Update incidents with detailed and relevant information in a timely and effective manner
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
• Escalate an incident or troubleshoot tickets according to the company escalation processes
• Ensure Customer Service Level Agreements are met or exceeded
• Respond to customer enquiries in a timely and efficient manner
• Ensure appropriate documentation of the interaction on the customer s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer user confidentiality and data protection at all times

Additional Responsibilities:

• Location Bangalore
• Education Any graduate
• Experience 1 2 years
• Shifts Night shifts

Preferred Skills:

Customer Service->Voice