Continental is seeking a Service Desk Analyst who will be responsible for providing first-level support to customers (B2C or B2B) of SMY products. The main duties and responsibilities of this role include:
- Handling customer requests and incidents through various channels like portal, phone, email, and chat.
- Logging and classifying incident types and service interruptions, recording them with appropriate details.
- Providing resolutions to customer issues or escalating them to the next support level if required.
- Managing escalations for critical incidents and tracking issues from start to conclusion.
- Documenting actions taken in resolving customer inquiries following established processes.
- Solving routine customer problems by asking relevant questions and resolving them within the required timeframes.
- Identifying when problems are beyond their expertise and escalating them to the appropriate support level.
- Ensuring service level agreements (SLAs) are met by monitoring performance through statistical reporting and analysis.
- Collaborating effectively with the team and contributing to the creation of support documentation.
- Being available for night shift work rotation.
Qualifications required for the position include:
- A graduate degree.
- Previous experience in the Service Desk Industry.
Job/Req. ID: N/A
Location: Bangalore, KA
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