eFreshers.com

HSBC Global Resourcing Centres form a vital link to one of the world’s largest Banking and Financial Service Delivery Organizations. Leveraging technology and process expertise, Global Resourcing services customers from across many of HSBC’s business lines – making for a dynamic and challenging work environment. It operates out of 16 Group Service Centres across 5 Asian countries, which include India, China, Malaysia, Philippines and Sri Lanka, and has more than 33,000 dedicated professionals

Designation:
Analyst – North American helpdesk

Job Description:
Job Description

Handling acceptable volume of calls to complete them in the specified Turn around Time thus contributing to Service Level Agreements with Business area.

Ensuring that all the calls are promptly addressed as per service standards and systematically troubleshoot escalate and following up till resolution.

Identifying the customer requirements accurately. Provide online support on the phone to the satisfaction of the customer by following the standards, procedures and policies.

Escalating the appropriate requests to business area, other help lines, and other departments and notifying the escalation to concerned department.

Providing support in various technologies including coding, installing, debugging, documenting or operating programs of low to medium complexity.

Providing user documentation and addressing and resolving production problems. Assisting in design and conduct of systems and acceptance tests and post-implementation reviews

Identifying, analyzing and providing documentation which will increase the productivity of the process or to the Operations.

Proactively studying and evaluating MIS reports on the NAHD; addressing the areas of improvement and avoiding outages that can be foreseen

Confidently guiding and advising the users in a structured manner with full explanation of issues.

Establishing positive relationships and maintaining effective liaison with all departments.

Work on E-channel queue and provide support through e-mails, Tickets and web requests.

Skills Required :

Excellent command over written & spoken skills in English.

Good analytical skills and should be able to trouble shoot.

Good Interpersonal skills.

Proficiency in MS Office is desirable.

 

Desired Profile:
Academic Qualifications

Any graduate with specialization in computers.Years of Experience

Minimum 1 year for experienced candidates. Fresher would also doType of Experience

Experience in any call centre – preferred tech support

 

Experience: 0 - 5 Years

Industry Type: BPO/ITES

Functional Area: ITES/BPO/KPO, Customer Service, Ops.

Education: UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization,Post Graduation Not Required

Location: Hyderabad / Secunderabad

Keyword: helpdesk, ITES, BPO, call centre, international, voice support, tech support, technical support

Contact: HSBC Electronic Data Processing India Pvt Ltd


Website: http://www.hsbcglobalresourcing.com

How to Apply