Job Description
Role: Service Desk Agent
Location: Hyderabad Zensar office
We are hiring a talented Service Desk Agent professional to join our team. If you’re excited to be part of a winning team, Zensar is a great place to grow your career. You’ll be glad you make the right choice to join us.
Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support
Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
Provide remote infrastructure support delivery and performing problem cause analysis
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
Anticipate customer needs and effectively addressing concerns related to their issue or resolution
Provide direct technical assistance to customers via phone, email, and chat.
Must Have’s
Preferred min. 1 years of experience in Service Industry
ITIL v3/v4 Foundation certified
General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
Proficient in handling customer queries across the globe (primarily United States
Exceptional written, verbal communication skills
Unparalleled Listening and Comprehension capabilities
Proven service industry front line experience with handling high value/critical customers
Ability to keyboard to capture important details on a call for documentation
Willing to work in 24/7 environment
Knowledge in Service Desk tools like Service Now
Knowledge and understanding of basic hardware, software and networking.