Customer Service Representative

Job Description:

Responding to queries and providing assistance for questions and problems.
Following up with customers to ensure full resolution of issues.
Running reports to analyze common complaints and problems.
Utilizes knowledge base information to answer customer inquiries and alerts supervisor or lead worker when there is confusion or absence of information to answer particular questions.

Service Desk

Job Description:

Responsible for providing the first-line of telephone, chat, email, self-service/web portal help desk support of hardware, systems, sub-systems and/or applications and infrastructure for users
Answers simple to complex questions about installation, operation, configuration, customization, and usage of assigned products
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher level within organization
Service Desk Agents will be required to support Service Desk Clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support
They will be required to clearly articulate customer requirements and interface with a variety of Client/Internal second/third/fourth level teams and third party service providers

Will deal with all calls, email, chat, self-service/web portal to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve issues

Customer Service Representative / Service Desk

About Infosys