Insight Global | Insight Global | Customer Service Representative | pune | pune

Job Description

Customer Service Representative

6 Month Contract + extensions or Hire

Pune, India (Hybrid – 3-4 days per week on site; 1-2 days work from home/remote)

Shift: Rotational Shift – MUST BE OPEN TO OCCASIONAL WEEKENDS

Qualifications

• At least 1 – 3 years’ of relevant work experience
• Inbound Call Center experience
• Incident Management experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work

Responsibilities

Provide exceptional customer service to all our internal and external customers by being courteous, polite and friendly toward all those we serve. Acknowledge and address customer’s issues immediately in order to determine the overall support needs and proper resolution path.

Search Knowledge Base articles and/or Standard Operating Procedures for possible resolutions or the escalation of individual requests to an elevated support team for further assistance. Actively and energetically participate in departmental programs that promote and deliver exceptional customer service to those we serve.

Provide first level technical support and triage by receiving, processing, and responding to work requests for timely resolutions through a variety of support channels including email, telephone, ITSM ticketing system, and email. Independently owning the customer experience throughout support engagement.

Assess customer support needs by guiding and assisting customers in established procedures for requesting equipment, relocations, software installation, sign on or programming changes. Evaluate the nature of and complexity of call to ensure proper call handling.

Fully document all associated resolutions/ actions taken in ITSM ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution.

Assist Tier 2/ 3 Team Members on support projects and departmental operations as engaged or requested.