Senior Process Executive

• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.

• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

• To participate in an on call rotational, providing 24 hours, first line support service to users.

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

• Update incidents with detailed and relevant information in a timely and effective manner;

• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;

• Escalate an incident or troubleshoot tickets according to the company escalation processes;

• Ensure Customer Service Level Agreements are met or exceeded;

• Respond to customer enquiries in a timely and efficient manner;

• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format

• Execute transactions as per prescribed guidelines and timelines

• Ensure customer/user confidentiality and data protection at all times

• Location

• Bangalore

Education:

• Any graduate
  Experience - 1-2 years
• Shifts
• Night shifts

Education: Graduate

Preferred skills: Customer Service->Voice