Total 2 Customer Service job vacancies in Gurugram

Roles & Responsibilities -:

• Handling proactive escalations & pending customer complaints for all the LOBs - Flights, Trains, Buses, Hotels and offering quick resolutions.
• Working on backend processes such as airline cancellation, refunds and re-issuances.
• Collaborating with cross-functional teams to raise recurring issues and follow up for fixes. 
• Working closely with the airline partners & sharing feedback on ongoing issues at the providers’ end.
• Being a part of process pilots, experiments and new projects that provide insights to all cross-functions.
• Monitoring NPS and working toward improving it in coordination with process owners.

The Role

In this position as IT support specialist, your work goes beyond fixing hardware and software issues. You will be an integral part of the 1st level support team but with additional responsibility for processes, documentation and administration. You will help the team make sure that we do not only solve issues but we keep good order, assure quality and have proper documentation. 

Your Profile

Optimally you have several years of experience in technical support in a midsize organization and an ambition to develop into process development and administration for internal IT functions. You need to have a profound understanding of technology, be naturally service minded, have a high attention to detail and strong interest in developing the way we do things and making ends meet in terms of documentation and department administration. 

The Team

The IT Support team at Cint is a globally distributed, fast-paced group dedicated to providing seamless technology experiences. We are the backbone that enables our global employees to work securely and efficiently either they are in our offices, at home or traveling. We challenge the status quo by always looking for how we can make our service offering smarter, faster and give more value for our users. 

What You’ll Do

• Global Technical Support: Provide 1st line support for Windows, Mac, and Network issues across CST, EMEA, and APAC shifts, ensuring we fix the issues timely.

• Provisioning and Deprovisioning of Accounts and devices: Manage the user lifecycle by comfortably provisioning and deprovisioning accounts and devices.

• SOP & Knowledge Management: Lead the creation, updates, and maintenance of Standard Operating Procedures (SOPs) and "How-To" guides in Confluence to ensure a unified technical truth for the organization.

• Operational Quality Assurance: Perform weekly QA audits on team tickets and processes to identify gaps, technical debt, and opportunities for system-wide improvements.

• Policy & Project Participation: Contribute to strategic IT initiatives, such as drafting policies for "Free software tools” to enhance our global security posture.