Website:
kran.co.in
Job details:
Requirement: 10 persons
Experience: 0-2 yr in Helpdesk Support
Location: Mumbai, Maharashtra
Qualifications & Skills
- · Any graduate degree from a government-recognized university.
- · Working knowledge of Windows, Linux, and macOS environments.
- · Good understanding of computer systems, mobile devices, and other technology products.
- · Ability to diagnose and troubleshoot basic technical issues.
- · Ability to provide step-by-step technical assistance, both written and verbal.
- · Language proficiency in English and Hindi (Read/Write/Speak/Listen).
- · In addition to English and Hindi, speaking and listening proficiency in at least two of the following languages—Tamil, Malayalam, Telugu, or Kannada is preferred.
- · Good interpersonal and customer service skills.
Responsibilities
- · Serve as the first point of contact for users connecting to the helpdesk via phone, email, portal, WhatsApp, or in person.
- · Receive and respond to calls, emails, online requests, WhatsApp messages, and other communication channels.
- · Maintain a thorough understanding of helpdesk processes and resolution procedures.
- · Ensure proper logging, categorization, and routing of complaints and service requests.
- · Monitor grievance/crisis ticket volumes, queues, and related timelines.
- · Handle high-priority cases/incidents and escalate for immediate action.
- · Maintain an in-depth understanding of the software and equipment used by customers/organization.
- · Ensure all calls are properly documented and logged.
- · Maintain positive relationships with internal teams and client-side stakeholders.
- · Ensure relevant documents, manuals, and knowledge resources are up to date and readily accessible.
- · Be willing to work on a rotational shift basis (Morning / Evening / Night) as per roster assignment.
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