Responsibilities:
- Responsible for logging tickets/calls , monitoring calls , assigning call to respective customer support engineer.
- Providing first level of remote technical support to clients.
- Making sure that the tickets/calls are responded within the required time frame to meet the SLAs.
- Escalating the calls to support manager if tickets are not responded or resolved within the time frame.
- Follow up with clients, support engineers, managers and vendors for pending calls.
- Giving courtesy calls to clients and taking feedback from clients.
- Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers.
- Managing and maintaining the workflow , client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries etc. as per client requirement .
- Good communication.
Candidate Profile :
Experience:
2-3 yrs. of relevant experience in Service Desk or Call Coordination.
Qualification:
HSC+ Diploma/B.Sc./BCA/B.E
Requirements:
- Need to work in a Hospital environment.
- Good communication skills and confidence level.
- Should be self-motivated as well as a team player.
- Problem solving skills and multitasking ability.