Senior Helpdesk Coordinator
|Desired Experience in Years||:||2-3|
|Number of Openings||:||1|
we are looking for a qualified Senior Helpdesk Coordinator to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.
As Senior Helpdesk Coordinator, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.
Manage the help desk team and evaluate performance.
Escalating and routing the tickets to the next level team with the proper support metrics.
Respond to requests for technical assistance in person, via phone, chat or email.
Ensure customer service is timely and accurate on a daily basis.
Set specific customer service standards.
Contribute to improving customer support by actively responding to queries and handling complaints.
Establish best practices through the entire technical support process.
Follow up with customers to identify areas of improvement.
Develop daily, weekly and monthly reports on help desk team’s productivity.
Provide customer feedback to the appropriate internal teams, like product developers.
Answer incoming customer phone calls and e-mail while providing superior customer service.
Responsible for the ownership of incident creation, resolution and closure.
Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests.
Actively listen to each customer’s request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution.
Proven work experience in relevant field.
Knowledge and work close with service desk and ticketing software tools.
A thorough understanding of the strategic vision for the service desk and the ability to set the long term direction of the team.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and help desk software .
A complete understanding of the organizations business.
Solid technical background with an ability to give instructions to a non-technical audience.
Customer-service oriented with a problem-solving attitude.
Excellent written and verbal communications skills.
Able to provide step by step technical help, both written and verbal.
Team management skills.
BSc degree in Computer Science, Information Technology or relevant field.
Preferably experienced people who have worked in BPO/Call center operations dealing with Government, B2B or B2C domains / Citizen
Service Centers / Helplines etc.
Salary - Best in the Industry.
Incentive - Best in the Industry.
Medical Policy for the Candidate Family.
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.