Full Job Description
Who You’ll Work With
You will be based in our Gurugram office as part of our IT team.
You will be working in close collaboration with internal and external support teams, global supply chains, and our tech hubs to coordinate equipment for colleagues to ensure they are productive from day one.
What You’ll Do
You will be responsible to keep communications complete and concise making sure to share all relevant resources to avoid back and forth interactions. Educates customers to better understand our services and products so they can be more self-efficient.
In this role, you will manage and own ticket queue effectively and independently, ensures that each request is handled and followed up within agreed SLAs, clearly documents cases (incidents, requests, tasks) following agreed best practices.
You need to be attentive to the team workload when team is understaffed or facing high workload and identify if we are falling behind, dropping own projects to help the team. You would also be part of Purchasing activities such as obtaining offers and submitting orders, reviewing order confirmations, and tracking adherence to delivery deadlines and maintain inventory management systems and optimize existing sourcing and service processes.
You would work in cross-functional projects for service and operational improvements, Identifying opportunities for efficiencies to team processes and work with Team Lead to ideate on potential solutions and implement those. Identify gaps in quality, to ensure proper resolution and continuous improvement.
Qualifications
University, high school degree, or equivalent experience
Solid understanding and application of customer support
Advanced time management skills that allow timely completion of projects and adjusting to changing workloads
Sense of accountability and ownership beyond the completion of the initial request
Basic understanding of general IT terminology and functions
Advanced knowledge of core role technologies
Agile mindset of continuous improvement and flexibility to react tomanage changes effectively
Advanced communications skills (in English) to be able to communicate effectively across all firm audiences
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