Customer Helpdesk

Job description

The Team Member of Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated. • Answer / reply on customer phone calls & mails. • Understand the customer request / incident and create a ticket and map it to the correct technical teams. • Coordinate with customer, internal tech teams, vendor team, cross department. • Maintain the Response & Update SLA. • Publish communication based on activities, incident, etc. • Educate customer on Yotta's customer portal. • Make the shift in charge aware of alerts generated which are critical. • Coordinate with cross department as and when required. • Every communication to be documented on mail. • Identify issue which are a hindrance in day-to-day operations and have it added in the Shift leads tracker. • Alert the Shift In charge based on criticality of Alert / customers mail. • publishing reports in every shift. • Ensure Compliance to all the management systems of the organization.