1. Manage the help desk team and evaluate performance.

2. Escalating and routing the tickets to the next level  team with the proper support metrics.

3. Respond to requests for technical assistance in person, via phone, chat or email.

4. Ensure customer service is timely and accurate on a daily basis.

5. Set specific customer service standards.

6. Contribute to improving customer support by actively responding to queries and handling complaints.

7. Establish best practices through the entire technical support process.

8. Follow up with customers to identify areas of improvement.

9. Develop daily, weekly and monthly reports on the help desk team’s productivity.

10. Provide customer feedback to the appropriate internal teams, like product developers.

11. Answer incoming customer phone calls and e-mail while providing superior customer service.

12.  Responsible for the ownership of incident creation, resolution and closure.

13.  Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests.

14.  Actively listen to each customer’s request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution.

1.  Freshers with Bachelors/Masters degree or Diploma In  Computer Science, Information Technology or relevant field

2. Must have a take charge personality but also possess a strong teamwork ethic.

3. Able to work under pressure in a fast-moving environment.

4. Excellent communication, analytical and problem-solving skills.

5. Adaptable, flexible and able to multitask.

6. Presentable; good interpersonal skills; quick learner

Terms & Conditions of the Employment:

1. The initial designation would be Management trainee /Trainee. 

2. The candidate will be in a training period for first 6 Months and then from 6th Month to 12th Months they will be in the On Job Training. 

3. The Shortlisted Candidate will have to sign the Employment Bond for the Period of Two (2) Years. 

4. If the candidate wishes to discontinue the employment within the bond period then they have to pay the training cost of Rs. 80,000/- to the company.

5. The salary in hand for the first one year will be Rs. 15000/- months. All other benefits like insurance, Travel Allowance and or any allowance applicable to the job role will be provided separately. 

6. The Notice period after the bond duration will be 60 Days. 

7. The salary hike is done Annually which depends on the company’s performance & Individual performance. Average hike per year ranges from 5% to 50% on basic. 

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.

Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.

PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets.