Associate II - EMS

Job Details

• Location: Bengaluru
• Experience: 2 - 4 Years
• Business Unit: WFO
• Job Type: FTE
• Openings: 1

Role Description

Job Responsibilities:

• Provide technical support to stores, and internal stakeholders through voice, chat, and remote support channels.

• Handle inbound and outbound support interactions professionally, ensuring a positive customer experience.

• Diagnose and resolve POS, DEX, software, application, and basic network connectivity issues.

• Log, categorize, prioritize, and update incidents and service requests accurately within the ticketing system.

• Ensure timely resolution of incidents and requests in accordance with defined Service Level Agreements (SLAs) and turnaround times (TATs).

• • Perform L1 and L2 troubleshooting and drive issues toward first contact resolution (FCR) wherever possible.
  • Escalate unresolved or complex technical issues to senior specialists, supervisors, or designated resolver groups.
  • Monitor assigned ticket queues and maintain ownership of incidents through to closure.
  • Communicate effectively with users regarding issue status, resolution progress, and expected timelines.
  • Provide technical support to stores and business users using phone, chat, email, and remote assistance tools.
  • Maintain accurate documentation of troubleshooting steps, resolutions, and store interactions.
  • Meet and exceed key performance indicators (KPIs) including FCR, CSAT, Quality Score, Productivity, Response Time, and Resolution Time.
  • Collaborate with cross-functional teams to resolve technical issues and improve service delivery.
  • Identify recurring issues and contribute to knowledge base articles, process documentation, and continuous improvement initiatives.
  • Follow established incident management, escalation, and service desk processes.
  • Adhere to shift schedules, attendance requirements, and operational guidelines in a 24/7 support environment.
  • Maintain high standards of customer service, professionalism, and technical support quality.
  • Participate in training programs, skill development activities, and continuous learning initiatives.

  Job Requirements

  • 2 to 4 years of experience in a Global Service Desk, Technical Support Center, IT Help Desk, or Customer Support environment.
  • Experience providing support through voice, chat, email, and remote support channels.
  • Strong troubleshooting skills across, store facilities, Windows operating systems, applications, browsers, hardware, and basic networking concepts.
  • Experience working with ticketing tools such as ServiceNow, Jira, Remedy, or similar platforms.
  • Understanding of incident management and service desk operations.
  • Knowledge of SLA management, ticket lifecycle management, and escalation procedures.
  • Excellent verbal and written communication skills with strong customer service orientation.
  • Ability to multitask, prioritize workload, and work effectively in a fast-paced environment.Experience supporting retail, POS, store systems, or enterprise applications is