Customer Experience - Process Associate

Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 22,700 associates, it�s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job Description

Job DescriptionJoin a team that provides Level 1 and 2 Helpdesk support (Voice/Non-Voice) for BOSCH and its global customers.The individual must possess basic skills / abilities to perform the essential functions.Responsibilities:

• Provide Level 1 support for tools/applications and co-ordinate with stakeholders until closure
• Obtain and evaluate all relevant data to handle complaints and enquiries
• Monitor and Dispatch incidents/tickets to the right technical solution group
• Efficiently resolve complaints to completion and achieve customer satisfaction
• Complete call notes and reports as necessary and update them in the CRM
• Report creation using MS office tools
• Record details of comments, enquiries, complaints, and actions taken
• Manage administration, communication and coordination with internal departments
• Flexible and willing to work in shifts � 24/7 helpdesk environment

Qualifications

Qualifications �Bachelors degree in Computer Science, Information Technology, Computer Technology or related science field �12 - 24 months of work experience in handling tickets and supporting any tools/applications �Exposure and understanding of ITIL concepts �Good working knowledge of MS Office tools oWilling to work in rotational shifts

Additional Information

2-4 Years