Full Time
India, Noida (NCR)
Posted 2 months ago

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at www.axiomtechnologies.com.

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates.

Job Responsibilities:
● A point of contact for the customer for all types of service requests and incidents.
● Pre-Process service requests as they arrive through a phone call, Email, Manual entry
or direct customer input.
● Monitor resource schedules to ensure prompt time entry on service incidents.
● Communication with customers as required: Keeping them informed of incident
● Route incoming and existing tickets to appropriate service groups and geographic
● Monitor open service tickets to make sure the team is meeting customer SLAs.
● Improve customer service, reception and satisfaction with fast turnaround of customer
● Ability to work in a team and communicate effectively.
● Improve usage and increase the productivity of IT support resources.
● Escalate requests that cannot be scheduled within the agreed service levels.
● Report the Utilization of IT to support resources and successful completion of service
requests to the SD manager.
● Escalate requests to other team members as necessary.

Basic Computer and operating system knowledge.
Interpersonal Skills: Such as telephony skills, communication skills, active listening and
customer care.
Ability to multi-task and adapt to changes quickly.

Technical awareness:

The ability to match resources to technical issues appropriately.
Service awareness of all organization’s key IT services for which support is being provided.
Understanding of support tools, techniques and how technology is used to provide IT services. Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment.

Education /Skill/Experience.
Previous customer service experience desired.
Work experience in coordinating team workload is desired.
Positive attitude and a strong willingness to continually learn

1+ years of relevant experience.

What next? 

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.in@axiomtechnologies.com

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