Process Associate- Customer Experience

Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.


Job Description

Roles & Responsibilities :
Job Summary:

The individual must possess basic skills and abilities to perform the essential functions of the role effectively. The role involves providing Level 1 support for tools and applications, coordinating with stakeholders, and ensuring prompt resolution of issues.

Key Responsibilities:

Provide Level 1 support for tools/applications and coordinate with stakeholders until closure.

Obtain and evaluate all relevant data to manage complaints and inquiries effectively.

Monitor and dispatch incidents/tickets to the appropriate technical solution group.

Efficiently resolve complaints to completion, ensuring customer satisfaction.

Complete call notes and reports as required and update them in the CRM.

Create reports using MS Office tools (Excel, PowerPoint).

Record details of comments, inquiries, complaints, and actions taken.

Handle administration, communication, and coordination with internal departments.

Flexible and willing to work in rotational shifts within a 24/7 helpdesk environment.


Qualifications

Educational qualification:

Bachelor's Degree in any field.

Experience :

12–24 months of experience in handling tickets and supporting tools/applications.

Mandatory/requires Skills :
Exposure to ITIL concepts and understanding of incident management.

Preferred Skills :