Service Desk Executive

Your mission

You will contribute to the Continuous Services (CS) mission by establishing customer satisfaction. You will be the first point of contact for our internal (TLF) and external customers around the globe, in case of incidents reported or service requests. Your primary role will be to help our customers as soon as possible when they are not able to run their daily business anymore. 

Your profile

• Responsible as the first point of contact of communication with the customer and colleagues.

• You will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems our customers might face with accuracy and efficiency.
• Checking and understanding the customer queries.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Understanding the priority of the request and assigning it to the right person from the technical team.
• Responsible for a professional and proactive communication process towards our customers.
• Follow up/ Provide updates to ensure resolution.
• Responsible for creating reports and maintaining the quality of work.
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers.

Expectations from Service Desk Executive:

• Understand the value customers bring to any organization and be always keen to help them out with patience, empathy, and passion. 
• Have a good command over English communication and be an expert in written professional email communication.
• Be a problem-solver, out-of-box thinker and curious to learn new things and technology.
• Adaptive with our fast-paced growing multi-national organization.
• Highly result-focused.
• Sense of Ownership.
• Flexible (e.g. working in rotational shifts, including night shifts).

Why us?

This position is offered as a full-time job, where it is also required to work in rotational shifts (24×7). 
We offer a fun full-time job with competitive packages and benefits  which include:

• 5 working days 
• Hybrid Work Culture with the flexible working hours
• Medical Insurance 
• Loyalty Bonus & Profit Sharing
• Opportunities to grow in different roles
• International Onsite Opportunities
• Company-sponsored external training for your skills developments
• Employee Engagement Activities like monthly games and competitions, team outings, and company trips etc
• Apart from privilege leaves and sick leaves we also have:
  • Birthday Leave
  • Marriage Leaves
  • Covid Sick Leaves for employees as well as for their immediate family
  • Maternity/Paternity Leaves
  • Loyalty Leaves
  • Bereavement Leaves

You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture, communicating with colleagues around the world (USA, UK & the Netherlands), and you will get international customer handling experience. Performance is rewarded within The Logic Factory. We provide a fun environment where self-reliant people, who want to make a career within TLF, will be well rewarded. We are proud to be a privately-owned company, small enough to meet everyone at the lunch table but large enough to successfully implement the most challenging projects for Fortune 500 Companies around the globe and be seen as a trusted advisor in various industries.