Third Rock Resources Private Limited is a staff augmentation company based in Thane, Maharashtra.
We are looking for immediate joiners. If selected, you will be posted at our client location.
Work Location: Thane/Worli
Working Hours: General shift, Monday-Friday.
We are seeking a highly skilled L1 Associate to join our team in providing support for this innovative platform. The ideal candidate will possess a solid technical background combined with customer service experience. As the first point of contact for our customers, the Associate will play a crucial role in delivering exceptional support and troubleshooting assistance, ensuring a smooth and efficient experience with our platform.
By joining our team, you will have the opportunity to work in a high-growth, innovative environment where teamwork and collaboration are paramount.
Responsibilities:
- Serve as the first point of contact to understand and address challenges from end users over the phone or email.
- Provide resolutions based on the understanding of the issue understanding and the details provided by customers for the platform. If required, collaborate with the respective teams.
- Upskill on AI, GenAI, web applications.
- Direct unresolved issues to the next level of support personnel.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information via an email on the issues.
- Pass on any feedback or suggestions by customers to the appropriate internal teams.
- Identify and suggest improvements to procedures.
Requirements:
- Excellent communication skills and of course, customer oriented.
- Any bachelor's degree: A bachelor's degree in an associated field like IT or Computer Science is a plus.
- Good understanding of AI and employee facing applications such as intranet, HRMS.
- Team player, work with multiple teams to diagnose and resolve basic technical and functional issues.
- Prior experience as a help desk technician or in other customer support roles is a plus.