IT Management Services

Walkin on 9th Feb

Company Name

Sears IT & Management Services India Pvt. Ltd.




3 - 5 yrs.

Work Location


Job Description

Notice Period : Not more than 30 days Role: SD Leads and management Must have skills: "Native Equivalent Written and Spoken English
Strong Interpersonal Skills, and ability to drive call progression
Experience troubleshooting basic technical issues across PC, Mobile, Network, and Connected Devices
Demonstrated capability to measure agent performance with integrity
Ability to manage screen / human harmony (type documentation while managing conversation, problem solving, and customer satisfaction)
Ability to handle constantly changing flow of traffic; remain productive during slow periods, be able to multitask effectively during busy times
Strong Personal Accountability
Ability to handle 30+ Technical issues per day
Ability to intervene when agents are working with difficult calls, including upset customers, loss of revenue due to issues, and DSAT due to agent errors or perceived errors
Experience monitoring live Service Desk to detect emergent events, reallocate resources dynamically, and ensure tactical management of all SLAs"
Good to have skills: "Demonstrated experience with patience and professionalism
Experience monitoring multi-channel environment to ensure tasks are completed
Experience handling difficult customers in a service oriented environment
Experience effectively redirecting customer DSAT events to deliver CSAT results
Experience following technical resolution documentation in Knowledge Base to resolve or route issues
Experience with ITSM-based Incident Management, Knowledge Management, and Request Fulfillment processes" Daily tasks and activities performed by the role: "Interact directly with end user through various channels
Respond promptly to inquiries
Handle and quickly resolve Incidents impacting daily tasks
Support VIP calls with basic troubleshooting and route to support if unresolved
Perform end user validation for Password resets
Properly route unresolved incidents to correct resolver groups
Proper documentation of tickets
Communicate and coordinate with internal departments
Incident follow up to provide an end to end resolution
Provide feedback on the efficiency of the process to achieve a better experience


  • Walkin Time: From 12-4 pm
  • Venue: Sears IT & Management Services India Pvt Ltd Hitech City Layout, Phoenix Avanche,H6A Behind Dell Campus, IBM Building 1st Floor, Next to Rover Building(cognizant) Hyderabad 500081



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