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About the role
Role Overview: You will be responsible for providing excellent communication with international voice support experience. Your role will involve handling mobility related application and desktop/general system issues, troubleshooting Outlook, VPN, Citrix, VDI related problems, and demonstrating in-depth knowledge of MS Office/O365. Experience in telecom will be considered an added advantage. Key Responsibilities: - Maintain high efficiency in handling escalated calls from L1 team - Resolve tickets within agreed SLA of ticket volume and time - Adhere to quality standards such as voice and accent, tech monitoring, regulatory requirements, and company policies - Ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions, or reopen cases - Update worklogs and follow the shift for escalation process and process compliance - Handle all queues efficiently and work towards case closure Qualifications Required: - Must have experience in international voice/non-voice support - Hands-on experience in mobility-related applications and desktop/general system issues - Good experience in troubleshooting Outlook, VPN, Citrix, VDI related issues - In-depth knowledge of MS Office/O365 - Experience in telecom is an added advantage Role Overview: You will be responsible for providing excellent communication with international voice support experience. Your role will involve handling mobility related application and desktop/general system issues, troubleshooting Outlook, VPN, Citrix, VDI related problems, and demonstrating in-depth knowledge of MS Office/O365. Experience in telecom will be considered an added advantage. Key Responsibilities: - Maintain high efficiency in handling escalated calls from L1 team - Resolve tickets within agreed SLA of ticket volume and time - Adhere to quality standards such as voice and accent, tech monitoring, regulatory requirements, and company policies - Ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions, or reopen cases - Update worklogs and follow the shift for escalation process and process compliance - Handle all queues efficiently and work towards case closure Qualifications Required: - Must have experience in international voice/non-voice support - Hands-on experience in mobility-related applications and desktop/general system issues - Good experience in troubleshooting Outlook, VPN, Citrix, VDI related issues - In-depth knowledge of MS Office/O365 - Experience in telecom is an added advantage
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