Infosys Recruitment Freshers For Position of Customer Support & Service Desk Role | Work From Office
About Role and Company:
In this role, the primary focus is to offer first-level support, resolving customer queries efficiently and professionally. A key responsibility is diagnosing and troubleshooting technical problems, with an
understanding of when to escalate more complex issues to senior support teams. Delivering outstanding customer service remains a top priority, achieved by promptly acknowledging concerns, demonstrating empathy, and maintaining a positive tone throughout interactions.Building trust with customers is essential, which is nurtured through active listening, clear communication, and a meticulous attention to detail. Handling customer objections confidently and ensuring a smooth resolution process is vital for maintaining high satisfaction levels. Accurate documentation is another crucial aspect of the job, where every customer interaction and technical concern must be logged systematically in the service management platform.
Staying current with the latest product updates and industry movements empowers the support team to provide accurate, relevant assistance. The role also emphasizes continual growth through active participation in training sessions and skill enhancement programs, ensuring both technical proficiency and customer service excellence are continually improved. Being proactive, solution-oriented, and customer-focused will be key traits for success in this dynamic position. Ultimately, this role blends technical knowledge with strong interpersonal skills to not just solve problems but to create a positive experience that strengthens customer loyalty and satisfaction.
We are seeking a full-time graduate with strong communication skills and prior experience in customer support or service desk operations. The role involves providing first-level support to customers by promptly addressing their queries and concerns. Key responsibilities include diagnosing and troubleshooting technical issues effectively, ensuring timely resolution or escalation when necessary. Additionally, accurate documentation of all customer interactions and technical problems in the service management system is essential. A customer-centric approach, attention to detail, and the ability to communicate solutions clearly are vital for success in this position.
Job Description:
- Strong communication skills are essential for attending to and resolving client issues through calls, chats, and emails.
- Familiarity with ticketing systems such as ServiceNow, Remedy, and Control-M would be a valuable asset.
- Experience in addressing queries using voice support, particularly on topics like VPNs, driver installations, Office 365, and Active Directory, is highly preferred.
- A good foundational understanding of operating systems across different platforms, along with basic networking and cloud computing concepts, is important for success in this role.
- Proficiency in productivity applications such as Microsoft Office tools is also expected. Candidates must be open to working in a 24x7 shift environment from the office premises.
- Analytical thinking and a problem-solving mindset are crucial to effectively understand and resolve customer concerns.
- Individuals should be capable of independently managing and thoroughly resolving issues with speed and efficiency.
- A proactive attitude, coupled with a strong respect for the customer’s time, is highly valued. Effective time management skills are essential to ensure that every interaction adds real value to the customer experience.
- This role requires a commitment to working from the office, ensuring prompt and reliable support at all times.
Job Overview:
- Position: Customer Support & Service Desk Role
- Employment Type: Work from office
- Education Required: Any Bachelor's Degree.
- Experience Required: Freshers (0-1)
- Compensation: 3.5 LPA
- Duration: Permanent
- Job Location: Bangalore and Pune, India.
- In this role, you will be responsible for delivering first-level support by addressing customer queries and resolving issues effectively.
- A key part of the job is diagnosing technical problems and escalating complex matters to higher-tier support teams when needed.
- Providing exceptional customer service is essential, achieved by promptly acknowledging concerns, showing empathy, and maintaining a positive communication style.
- Building strong relationships with customers through active listening, clear communication, and keen attention to detail is crucial. You will be expected to manage objections and resolve concerns smoothly, ensuring a positive customer experience.
- Accurate documentation and tracking of all interactions and technical issues in the service management system is vital for maintaining service quality.
- Staying updated with the latest product knowledge and industry developments is necessary to deliver accurate, relevant support.
- Regular participation in training programs and upskilling initiatives will help in continuously improving both technical expertise and customer service capabilities.
- This role demands a proactive attitude, problem-solving skills, and a commitment to delivering excellent support at every customer touchpoint.
- We are looking for candidates with excellent communication skills who are willing to work during U.S. shift timings.
- Selected individuals must successfully complete specific and dedicated training programs designed by the client.
- he role requires flexibility to work in 24/7 shift patterns, ensuring consistent and reliable support.
- This is a 100% Work From Office (WFO) opportunity, with no hybrid work options available.
- Preferred qualifications include graduation in any discipline, and additional certifications in customer service or relevant upskilling programs will be considered an advantage.
- A commitment to continuous learning, adaptability to varied shift schedules, and a proactive approach to training are key to excelling in this position.
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