Website:
gofers.io
Job details:
Position: Helpdesk Executive
Location: Bengaluru
Immediate Hiring
About this Rul
eWe are looking for a dedicated and customer-focused Helpdesk Executive to join our support operations team. In this role, you will serve as the single point of contact for all helpdesk-related queries received via calls, emails, and tickets, ensuring timely resolution and high-quality service delivery in line with defined SLAs
.You will work closely with internal teams including IT, Operations, CRM, and Vendor Partners to drive issue closure, maintain accurate documentation, and contribute to continuous process improvement. This role is ideal for freshers or early-career professionals looking to build a career in customer support or service operations
.
Key Responsibiliti
- esAct as the primary point of contact for all helpdesk queries (calls, emails, ticket
- s)Log, track, and resolve customer issues through the ticketing syst
- emEnsure timely resolution of issues as per defined SL
- AsCoordinate with internal teams (IT, Operations, CRM, Vendor Partners) for issue closu
- reProvide accurate information and program/app walkthroughs to custome
- rsEscalate unresolved or critical issues to the appropriate authori
- tyFollow up with customers to confirm issue closure and satisfacti
- onMaintain proper documentation and issue lo
- gsIdentify recurring issues and suggest process improvemen
- tsSupport campaign-related queries, redemptions, registrations, and account issu
- esAdhere to company policies, data privacy, and compliance guidelin
- esKey Performance Indicators: First Response Time (FRT), Ticket Resolution Time, SLA Adherence, Ticket Closure Accuracy, Escalation Ratio, and Documentation & Reporting Accurac
y.
Qualificati
- ons12th pass or Graduate in any discipl
- ineFreshers or up to 1 year of experience in Helpdesk, Customer Support, or Service Operati
- onsExperience in a Loyalty, CRM, or Call Center environment is an added advant
age
Skills & Competen
- ciesStrong verbal and written communication skills in English and Hindi (flu
- ent)Fluency in Marathi is required; knowledge of Kannada, Tamil, or Telugu is an added advan
- tageCustomer-centric approach with patience and emp
- athyGood problem-solving and multitasking abili
- tiesBasic knowledge of CRM/ticketing tools, MS Excel, and email communica
tion
Click on Apply to know more.