Job Description

Location: Gurgaon, India

Reporting Operations Manager

Timings: 5:30 pm -2:30 am IST (24•7)


BlackBeltHelp:
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BlackBeltHelp is the #1 AI-powered One Stop provider for students, faculty and staff in higher education. Our One Stop solution - a cloud-based, AI-enabled and integrated voice, chat, ticket, email and bot platform provides a multi-channel integrated ecosystem that enables our 200+ institutional partners to remove student barriers and reduce administrative burdens while enabling student success and engagement objectives.


Our virtual One Stop serves the entire campus lifecycle:
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• IT
• LMS
• Switchboard
• Admissions/ Enrolment
• Registration
• Financial Aid
• Student Accounts/Bursar
• Student Services

Our solutions are designed to increase retention, completion and constituent satisfaction rates. Our partner institutions experience:
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• Ability to serve both distance and presence-based students with a highly personalized experience
• Resolve 90% of all service inquiries in one interaction
• Deliver 90% satisfaction rates
• Provide personalized online self-help tools and apps

Overview:
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The primary responsibility of a Helpdesk Analyst is to deliver support to BlackBeltHelp clients. Agents will receive incidents from multiple channels including telephone, email and chat from internal as well as external points of contact. Agents are to maintain a proficient knowledge of supported applications procedures and be able to assist users with a variety of problems.


Key Requirements:
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• Excellent written and verbal communication skills.
• Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access)
• Knowledge in Microsoft Outlook and/or Lotus Notes
• Knowledge in Windows XP+, Vista, 7 and Mac OSX Operating Systems
• Knowledge of Active Directory.
• Strong customer service skills.
• Strong problem-solving skills and decision-making ability
• Effective listening and probing question skills
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Ability to follow policies and procedures; attention to detail
• Ability to handle a large call volume.
• Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays
• Strong enthusiasm and desire to learn.
• Perform well in a team and as a team
• Self-motivation and organization.
• Ability to multi-task.

Key Responsibilities:
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• Provide friendly, courteous, and quality support to all users
• Strive to meet or exceed all SLA goals
• Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications)
• Document customer requests in the appropriate issue tracking system
• Route tickets accurately to client level support when needed
• Stay current on and adhere to established policies, procedures and documentation
• Be a subject matter expert in the full suite of supported client system and processes.

Required Experience:
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• 1-3 years relevant experience
• IT graduate with technical skills