Location
Secunderabad | India
Job description
enVista supports our clients' IT operations with customer obsessed Managed Services, Public and Private Cloud solutions, Disaster Recovery, Cyber Security Services and more. We are hiring a Level 1 Sr. Service Desk Technician to join our Managed Services Operations team. The primary focus for this role is answering support calls, triaging and management of support tickets. Successful candidates will need a basic technical knowledge of a variety of technologies and passion for the customer's success.
Experience - Relevant 2 - 3 years of experience in Service Desk
Job Location - Hyderabad
Notice Period : Who can join Immediately
What you will do:
- Provide live answers and call back support for phone calls received by clients requesting support.
- Interact with customers in response to inquiries, concerns, and requests about products and services.
- Create tickets in ticketing system utilizing existing processes.
- Gather customer/client information and determine the issue by analyzing the symptoms.
- Provide technical assistance with computer hardware and software as first line support including but not limited to internet connectivity, email, application errors, and more.
- Resolve issues for clients via phone, or electronically via email or chat.
- Manage tickets received to ensure tickets have required information.
- Ability to escalate tickets as needed while providing great customer service.
- Ability to track your time in a ticketing system.
- Research using available resources, including internal database systems.
- Additional tasks may include managing ticket system queues, operations coordination related to scheduling, client/internal hardware management, reports generations.
- Complete required training to stay current with system information, changes, and updates.
- Exemplary attendance and punctuality
What you will bring:
- Excellent communication and listening skills and a desire to help people.
- General business acumen that allows you to understand priorities and client risk.
- Proper phone etiquette, including using client verbiage and positive positioning.
- Ability to multitask between customer calls and logging of case notes.
- Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups.
- Experience with enterprise technology.
- Ability to adjust to constantly changing technology, processes, and team structures.
- Openness to constructive coaching and ability to implement performance objectives.
- Ability to empathize with customers.
Preferred Behaviors
· Ability to display elevated levels of patience when working with customers daily.
· Showing empathy while actively listening to better understand the customer's request.
· Team player that works well as a member of a group
· Remain detail oriented while sustaining elevated level of speed and accuracy.
· Self-Starter that is inspired to perform without outside help.
· Flexibility and well organized with ability to perform well when granted the ability to set your own schedule and goals.
· Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization.
· Ability to build relationships with customers by presenting good interpersonal skills.
Benefits of Joining enVista:
Competitive Compensation & Bonuses
GMC & GPA Insurance
Paid Time Off, Holidays & Volunteer Days
Flexible Work Opportunities
Paid Sabbatical After Seven Years of Service
Employee Referral Bonus
Job tags
Salary
