Technical Helpdesk

Job Description

Responsibilities:
•Receive incoming customer calls and emails regarding service requests, complaints, and general inquiries.
•Register and document customer details, issues, and requests accurately in the Salesforce ticketing system.
•Generate tickets for each customer query or complaint, ensuring all relevant information is captured for efficient
resolution.
•Prioritize and categorize tickets based on their urgency and nature, escalating them to the appropriate teams or
individuals for further action.
•Ensure timely follow-up on open tickets, providing updates to customers on the status of their requests and ensuring
their satisfaction.
•Collaborate with internal teams, including service engineers, technicians, and supervisors, to gather necessary
information and provide effective solutions to customers.
•Maintain a comprehensive and up-to-date knowledge base of product information, troubleshooting procedures, and
service offerings to provide accurate and efficient support to customers.
•Identify and escalate critical or high-priority issues to the appropriate teams or managers for immediate attention.
•Continuously monitor and review customer satisfaction levels, identifying areas for improvement and implementing
necessary measures to enhance the overall customer experience.
•Assist in the development and improvement of standard operating procedures (SOPs) to streamline service desk
operations and ensure consistent service delivery.
•Collaborate with team members to share knowledge, insights, and best practices to improve overall team
performance and customer satisfaction.
•Stay updated with the latest product developments, service enhancements, and industry trends to provide accurate
and up-to-date information to customers.

Role: Jr. / Sr. Executive
Industry Type: Analytical Instruments
Department: Technical
Employment Type: Full Time, Permanent
Education: Electronics / Instrumentation or B.E / B. Tech – Electronics / Instrumentation
Work Experience: For Junior role : 1-2 years / Freshers can also apply, For Senior role : 3-5 years
Location: Mumbai, Andheri (Marol)