Shape the future with us, Apply Now

Must Have:

• Excellent verbal and written communication skills, preferably with a US accent.
• Experience with ServiceNow Incident and Request Management modules.
• Ability to handle customer calls and provide technical assistance.
• Shift Expectations: 
  • Willingness to operate in a weekly roster model.
  • No fixed days off; a rotation system will allocate two days off per week.
  • Shift times will be any 8-hour duration from Monday to Friday, between 3:30 am to 7:30 pm IST.
  • Over the weekend, any 8-hour shift can be provided within a 24x7 schedule.
  • A 15-minute break is scheduled for each 8-hour shift.

Responsibilities:

• Handle customer calls and offer technical assistance. Based on the nature of the call, create Call Records, Incidents, or Requests in ServiceNow, following established procedures and SLAs.
• Review tickets in the queue and assign them to the appropriate team promptly to clear any backlogs.
• Serve as a communications coordinator for major incidents. Liaise with onshore primary SPOCs and internal teams to ensure that proper communication and alerts are sent to customers in a timely manner.
• Carry out the decommissioning process for various devices including laptops, desktops, smartphones, tablets, IoT devices, printers, and credit card machines, while ensuring adherence to data security measures.
• Document new procedures as internal knowledge articles in ServiceNow.
• Share knowledge with other team members and embody the qualities of a good team player.
• Keep accurate records of incidents, resolutions, and customer interactions in daily logs at the end of each shift.
• Ensure a smooth handover to the next technician, highlighting trending issues and necessary follow-ups.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent work experience.
• 2-4 years of experience in customer support or technical support roles.
• Proficiency in providing technical support via voice calls, email, and web-based channels.
• Strong understanding of ITSM processes and familiarity with ServiceNow and other relevant tools.
• Excellent communication skills, both verbal and written.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Customer-focused mindset with a dedication to providing exceptional service.