Helpdesk Agent
Momentum
full-time
Posted on:
Location Type: Hybrid
Location: Hyderabad • India
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Tech Stack
About the role
- Providing high levels of support for customers.
- Establishing procedures to ensure that all customer issues are addressed accurately and consistently.
- Taking ownership of high priority incidents and escalation.
- Answering questions and/or providing directions related to products and services.
- Planning and scheduling time with all areas of IT support to meet service level agreements.
- Managing call and chat queues to prioritize incoming issues based on business priorities.
- Coordinating with other departments within the organization to resolve customer issues.
- Escalation of critical issues to Application Support teams & Development teams when needed.
- Documentation of all reported issues and activities in the provided ITSM system.
- Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge-based articles.
- Provide regular updates to the Helpdesk Managers.
- Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization.
- Serve as a point of contact for escalated tickets.
- Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.
- Identify opportunities to improve the effectiveness of the team through new working practices or through collaboration and preferred 3rd party vendor partnerships.
Requirements
- Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar education or work experience.
- ITIL certification or other relevant industry certifications.
- Minimum of 3 years working experience within a helpdesk call center or IT Service Delivery arena.
- Experience with customer facing IT systems with complex back-office system integrations.
- Broad knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support)
- Building and managing key relationships with internal and external business partners.
- Ability to demonstrate resilience and pragmatism in the face of a challenging and continually changing environment.
- Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc.
Benefits
- Competitive Employee Benefits
- Comprehensive Medical Coverage
- Provident Fund Contribution
- Performance-Based Incentives
- Bucketlist Rewards Platform
- Culture of Appreciation
- Flexible Work Model
- Paid Leave Entitlements
- Continuous Learning Culture
- Career Growth Opportunities
- Collaborative Knowledge Sharing
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service DeliveryIT OperationsNetworkingTelecomInfrastructureSecurityDesktop SupportCustomer Facing IT SystemsBack-office System IntegrationsDocumentation
Soft Skills
Customer SupportOwnershipCollaborationRelationship BuildingResiliencePragmatismCommunicationProblem SolvingEscalation ManagementStrategic Alignment
Certifications
ITIL CertificationRelevant Industry Certifications