Aspl Info Services Pvt Ltd jobs - Customer Support Executive

Customer Support Executive

Aspl Info Services Pvt Ltd
location
Bangalore(Koramangala)
experience Fresher
salary 13,000 - 14,000 Per Month
qualification
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Posted: 2 Months ago
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Job Description

Customer Support Executive

  • Work Location: Bangalore
  • Positions: 4
  • Offered CTC up to : 2.2 LPA
  • Shifts: 24/7 Rotational Shifts
  • NP : Preferred Immediate Joiners

Job Description

Support services
• The first point of contact for the customer seeking assistance over chat, Telephone, and email.
  Register and raise the ticket for all customer requests on the service desk tool.
• Categorize and prioritize the request and assign or escalate to respective teams for further action.
•    Maintain all the process documents and SOPs as per the customer requirements.
•    Follow the escalation matrix as per the process.
•    Provide updates back to the authorized users regarding the reported Incident or service request.
• Provide the Service Management Summary reports required for the Client
• Incident details
• Service Request details
• Follow the Define process as per the ITIL best practice
• Log calls and takes appropriate action to ensure a satisfactory response with acceptable time frames defined as per the SLA
• Monthly consolidated reporting on the Incident, service request, and system uptime
• 24/7 Monitoring complete IT Infrastructure.
• Escalate and follow up to every critical alert to respective technical teams for an action
• Alert acknowledgments and Alert clearance
• Create an incident ticket for true positive alerts and assign them to respective teams
• Pulling the reports of availability and performance defined intervals

Other details:-

• 24/7 Rotational shift. The candidate should be flexible for all the shifts.
• No cab Facility.
• Local Candidates with two-wheelers preferred. Or staying near to the office.
• Dedicated breaks.
• Preferable boys as it is 24/7 rotational shifts.

Skillset:-
• Good in Communication and email writing.
• Experience in monitoring the devices.
• Good listener.
• Customer focus.
• Able to understand the customer queries and smart enough to know whether to escalate to the next level.
• Good understanding and basic knowledge on computers.
• Any degree/Diploma.

A. Alert Monitoring:
• Proactive monitoring of client IT infrastructure in the monitoring tool.
• Alert handling as per agreed SLA.
• Create an Incident for the genuine alert.
• Identify false alerts and other different categories of alerts.
• Identify tool issues and follow the escalation matrix.

B. Incident Handling
• Create an incident from an alert or request.
• Categorize and prioritize incidents as per the defined process.
• Initial investigation on the Incident.
• Update the worklog and route the Incident to the respective team.
• Strictly flow Incident SLA.

C. Checks and Report:
• Perform daily, weekly, monthly, and health checks as per defined SOP.
• Send multiple reports to internal management and the Client as per the requirement.

D. Activity Support:
• Perform daily, weekly, monthly activities as per the defined SOP.
• Support ad hoc activity and coordinate with the respective team as per the L1 scope.

E. Email Handling:
• Proactive monitoring of shared mailbox.
• Prompt reply to email
• Address email-related queries properly within the L1 scope.

F. Customer Support:
• Proactive response to the Client on emails/chat / telephonic communications
• Work with clients to understand their work practices and the nature of their business.
• Maintain a healthy professional relationship with the Client.
Handle customer issues and requests like desktop laptops, printers, VPN, Outlook, password related

G. Internal IT Support:
• Create Incident/SR as per the requirement.
• Assigned Incident and SR to the respective team.
• Coordinate with the Internal team as per requirement.


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Job Particulars

Job TypeFull Time
Hiring Process Face to Face Interview, Telephonic Interview

About Company

ASPL Info is a technology enterprise delivering relevant IT services and digitally transforming businesses globally. Through our network of partners across the world, we serve global enterprises, blue-chip giants, ambitious mid-market businesses, and SMBs alike, anywhere, anytime

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Aspl Info Services Pvt Ltd recruiting Customer Support Executive candidates nearby Bangalore,.Aspl Info Services Pvt Ltd vacancies for Customer Support Executive is recruited through Written-test, Face to Face Interview etc.
Aspl Info Services Pvt Ltd Company recruits a lot of candidates every year based on the skills . The candidates with B.Com, BA, BCA, PG Diploma are selected to full fill the vacancies in BPO / Customer care job field. The candidates nearby Bangalore, can apply for Customer Support Executive position in Aspl Info Services Pvt Ltd. All candidates should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to the Aspl Info Services Pvt Ltd recruitment, candidates are mostly chosen for the department of BPO / Customer care . To learn more about the current jobs and other details, it is better to go through official site of Aspl Info Services Pvt Ltd and Teamlease.com. Find the latest jobs near you and near your home. So, that you don’t need to relocate. The Teamlease.com is a leading employment portal that researches the official site of Aspl Info Services Pvt Ltd and provides all the details about the current vacancies, the application process, selection process, interview test details, important dates and other information. Search and apply for the top job positions in Aspl Info Services Pvt Ltd and near your city and get a secured career.