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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Pharma / Biotech |
| Functional Area | General / Other SoftwareSales / BD |
| EmploymentType | Full-time |
Position Summary: Act as a Service Desk Agent of the Global Service Desk as part of Infrastructure Managed Services. Handling user inquiries through different communication channels, primarily over phone and in self- service tickets. Willingness to work in all different shifts of a 24x7 support organization. Job Summary : Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Uses the appropriate categories for logging incidents and requests. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Ensures the end- to- end customer experience and provides a single point- of- contact for the customer. Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self- help and staff knowledge base. Grows general knowledge of current corporate, division, and facility- specific products, increasing ability to resolve requests on first contact. Adheres to and supports standards, policies, and procedures. Maintains and protects confidentiality about all aspects of Customers. Adheres to Code of Conduct and Mission and Value statements. Performs other duties as assigned. Handles user inquiries through different communication channels, primarily over phone and in self- service tickets Willingness to work in all different shifts of a 24x7 support organization Provide technical assistance on Windows Operating system, Network, Application related issues, co- ordinate with other Technical groups. Prepares correspondence and reports in Mandarin and English as needed. Translates confidential e- mail and other written documentation from Mandarin to English, and English to Mandarin as needed. Interprets in- person and video conference meetings as needed. Schedules internal and external meetings, including international conference calls and video conferences. Job RequirementsQualifications KNOWLEDGE, SKILLS & ABILITIESRequired: Excellent in Verbal and Written communication (English) . Excellent communication skills Demonstrates ability and desire to learn Corporate, Division, and Facility- specific applications, technology, and terminology. Demonstrated ability to learn customer support processes and techniques. Strong analytical skills. Ability to solve problems. Competency in MS Office Suite. Customer friendly mindset Team player Preferred: Prior experience supporting customers in use of application software. Competency in Customer Care and Customer Success. Proficiency in using support software tools. Strong understanding of Customer Support terminologies. EDUCATION Bachelor s degree preferred. EXPERIENCE Fresher, Six month - to One year of work experience Become part of our teamYou re just one click away from the most impactful work you ll ever do. Apply now and join our mission to save lives. Someone, somewhere, will be glad you did. Business Unit NameVMS Corporate Offices (CORP) Auto req ID15938BRJob TypeRegular Full- Time,
Keyskills :
codeofconduct msoffice servicedesk customercare videoconference customerexperience communicationskills applicationsoftware technicalassistance writtencommunication customercommunication ustomersupp