Provides first-level technical and operational support to enterprise clients through calls, email, chat, and service portals. Manages incidents, service requests, escalations, ticket queues, SLA compliance, documentation, reporting, and customer communications. Troubleshoots software, hardware, application, access, and basic networking issues; supports root-cause analysis, knowledge management, process improvement, and mentoring of junior team members in a rotational 24x7 environment.
Position: Senior Managed Services Representative
Location: Mumbai
Experience: 3+ Years
Employment Type: Full-Time
Shift: Rotational (24x7 Support Environment, if applicable)
We are looking for a proactive and customer-focused Senior Managed Services Representative to provide first-level technical and operational support to enterprise clients. The role involves handling incidents, service requests, and customer queries through multiple communication channels, ensuring adherence to SLA commitments, maintaining service quality, and supporting continuous improvement initiatives. The candidate will also be responsible for mentoring team members, managing escalations, and ensuring a seamless customer support experience.
- Respond to customer queries and support requests received via calls, emails, chats, and service portals.
- Act as the primary point of contact for incident logging, troubleshooting, and service request management.
- Build a thorough understanding of client applications, business processes, and operating environments.
- Troubleshoot and resolve software, hardware, application, and access-related issues within defined timelines.
- Accurately log, categorize, prioritize, and track tickets using the designated ticket management system.
- Follow standard Service Desk procedures and ensure all incidents and requests are documented appropriately.
- Ensure compliance with defined Service Level Agreements (SLA), Turnaround Time (TAT), and operational KPIs.
- Monitor ticket queues and proactively manage workloads to ensure timely ticket resolution.
- Escalate unresolved incidents to the appropriate support teams while maintaining ownership until closure.
- Maintain detailed records of incidents, service requests, root causes, and resolutions.
- Provide regular updates to end users on ticket progress and expected resolution timelines.
- Handle customer escalations and coordinate with internal stakeholders for prompt resolution.
- Identify recurring issues and contribute to problem management and root cause analysis activities.
- Support knowledge management initiatives by creating and updating knowledge base articles.
- Suggest and implement process improvements to enhance operational efficiency and customer satisfaction.
- Mentor junior team members and assist in onboarding and training activities.
- Generate and maintain operational reports related to ticket volume, SLA compliance, and service performance.
Required Skills
- Hands-on experience with IT Service Management (ITSM) tools such as ServiceNow, Freshservice, Jira Service Management, Remedy, or similar platforms.
- Knowledge of Incident Management, Service Request Management, and Escalation Management processes.
- Good understanding of Windows OS, Microsoft 365, Outlook, Active Directory, VPNs, and basic networking concepts.
- Experience in remote troubleshooting and customer support environments.
- Ability to analyze issues, identify root causes, and provide effective resolutions.
Soft Skills
- Excellent verbal and written communication skills.
- Strong customer service and stakeholder management abilities.
- Good analytical and problem-solving skills.
- Ability to multitask and work effectively under pressure.
- Strong documentation and reporting skills.
- Team-oriented mindset with mentoring and leadership capabilities.
Educational Qualification
- Any Graduate Degree from a recognized university.
- Certifications such as ITIL Foundation, Microsoft, Service Desk, or Customer Support certifications will be an added advantage.
Experience Requirements
- Minimum 3+ years of experience in Managed Services, Service Desk, Helpdesk, Technical Support, Customer Support, or IT Operations.
- Experience working in SLA-driven environments.
- Proven experience in handling customer interactions through calls, emails, chats, and ticketing tools.
- Exposure to incident management, escalation handling, and enterprise customer support.
Key Performance Indicators (KPIs)
- SLA Compliance
- Ticket Resolution Time
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Ticket Quality Score
- Escalation Handling Efficiency
- Knowledge Base Contributions
- Process Improvement Initiatives
- Adherence to Operational Metrics
Preferred Candidate Profile
- Strong customer-centric approach with a focus on service excellence.
- Ability to work independently and collaboratively within a team.
- Willingness to work in rotational shifts and support business-critical operations.
- Proactive attitude towards learning new technologies and processes.
- Proven ability to handle high-priority incidents and customer escalations effectively.
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