Technical Support Associate@ Biggest IT Company- Call Sakshi

Greetings from KVC CONSULTANTS LTD. We are looking for people 1 year+ International Tech Support Experience in Pune ( GRADUATE FRESHERS ALSO ELIGIBLE -- SALARY RS 2.77 LPA ) Kindly note this a work-from-office role with a job location in Pune Profile - Technical Support Associate(Service Desk) Qualification -- * Graduates * Good Verbal --- communication skills in English 5 days working Rotational shifts Both ways cab Roles and Responsibilities of Service Desk in an International BPO Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients. Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions. Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service. Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary. Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times. Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues. Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution. Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement. Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process. Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Mandatory Language Skill: Prior SD experience and good English speaking skills *1 year+ International Technical support Experience - Salary -- Rs 4.50 to 5.50 LPA ( FRESHERS ONLY FOR PUNE - IN SD ROLE SALARY RS 2.77 LPA ) Connect with the below-mentioned contact numbers and share your resume with preferred location :- HR Sakshi -- 7379458018 HR ALISHA - 9628373764 HR Pooja :- 96542 01996 ## NO PLACEMENT CHARGES ## DIRECT INTERVIEW ## IMMEDIATE JOINING Thanks and Regards H.R Team KVC CONSULTANTS LTD.