Freshers job -IT Engineers- Enterprise Services at Azure Knowledge Corporation Private Limited

Azure Knowledge Corporation is a leading provider of Knowledge Process Outsourcing (KPO) services with more than twelve years of experience in serving Fortune 500 clients across the globe. Azure is globally recognized and respected for its capabilities and experience in providing outsourcing services related to Market Research, Customer Interaction Services and Transaction Processing. Azure is a preferred service provider to leading companies in Market Research, Telecom, Banking, Insurance, Healthcare, Automotive, Consumer Goods and Retail industry sectors.

Post:  IT Engineers- Enterprise Services


Experience: 0 to 3 yrs.

Salary: INR 1,75,000 - 2,50,000 P.A

Location : Ahmedabad


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Key areas: IT Job, IT Engineers, fresher job, Ahmedabad, engineering

Job Profile: 

• Provide Voice, Electronic-Online & Chat support to Customers for technical issues/Queries related to Enterprise Services (Internet Related) 
• Provide prompt, effective and courteous first & second level technical support to Enterprise customers via phone, email and live chat services.
• Drive FCR (First Call Resolution), CSAT (Customer Satisfaction level) & ensure trouble resolution within TAT as per SLA with customer.
• Meet process KPIs.
• Input and review support and/or customer-related information into the ticketing system & Track till closure of trouble ticket/service request. 
• Self-driven, results-oriented with a positive outlook .Reliable, tolerant, and determined. Empathic communicator, able to see things from the customer point of view & has ability to service clients with issues and/or questions relating to Internet services. 
• Use troubleshooting skills & online tools to assist customers with technical issues
• Timely Escalation of Customer issues to Internal support team & follow internal escalation matrix.
• Updating customer database regularly & keeping it sync with location database 
• Proactive monitoring of Customer/POP WAN Links thru NMS (Network Monitoring System) 
• Calling customers in case of any link failure is identified or noticed thru monitoring systems or inbound calls from internal team. 
• Ensure constant coordination with customer & internal team till satisfactory closure of service request/trouble ticket. 
• After closure of TT/customer request coordinate internally for root cause & ensure timely submission of RFO/RCA reports to customers. 
• Technical support-online to WiFi Hotspot customers for registration + post registration issues. 
• Strong inter-departemental coordination + coordination with third party service providers for reducing fault resolution TAT.

For more information, visit website of Azure Knowledge Corporation.

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