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Chat Support Executive

1.00 to 3.00 Years   Coimbatore   16 Aug, 2022
Klaus IT Solutions Private Limited
Job LocationCoimbatore
EducationNot Mentioned
SalaryRs 1.0 - 2.5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Scope of Work : Customer Experience Ticket Handling, Monitoring and Dispatching:Monitor the assigned solution groups in relevant ticketing/ helpdesk tools/ emailbox/ calls foropen/ unassigned, SLA-breached and pending tickets and takenecessary actions as per pre-defined process.Open/Unassigned Tickets- Ensure that the ticket is picked/ assigned withinthe agreed SLA. Create ticket wherever applicable, analyze to either provideresolution or dispatch to L2 technical team. Move the status to In Progress/Resolve.SLA-breached Tickets - Escalate such critical tickets to thedesignated RBEI Lead and coordinate from ticket assignment to dispatchor resolvePending Tickets - Follow-up with end customer or responsible solution groupsto get necessary information due to which the tickets are in pending statusFirst Level Resolution (FLR) Resolve all tickets which are under scope of Level 1(L1) with no spill-over to Level 2 (L2)Analyze the ticket by capturing necessary information from the user and use theknowledge gained in training to troubleshoot the issueRetain end-to-end ownership of all tickets which are handled by the team (NewTicket Follow-up Follow-Through to closure)Contribute inputs towards process improvement and innovations to improveoperational efficiencies and customer experience.All open tickets (L1 and L2) to be followed-up daily with the user / technical teammember to meet the agreed resolution time. Maximum of three (3) follow-ups with atleast one call attempt is required.Refer knowledge database articles to fetch the resolution data and convey the samewith clear explanations to the end user.Ensure to confirm appropriateness of resolution with customer post providingthe solutionChange the ticket status to Resolved in helpdesk tool per the standard ticket detaildocumentation format agreedCreate and contribute new knowledge articles towards constant update of the knowledgeGood communication skill requiredExp-1-3 years

Keyskills :
customer supportchat processnon voice process

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