Walk-in || Senior Associate-Helpdesk

We are hiring at Sakon!

Role Overview: We are looking for a Senior Associate - Helpdesk to join our team in Pune. In this role, you will gain a strong understanding of the Sakon Mobility application, ensuring smooth daily operations and adherence to agreed quality and delivery SLAs. You will act as a trusted point of contact, providing technical and customer support via phone calls, chat, and email to enterprise clients.

Key Responsibilities:

• Support users with patience and empathy, including troubleshooting laptops and mobile devices using step-by-step guides and visual instructions.
• Handle problem identification, prioritization, and resolution via platform, email, calls, and chatensuring closure within defined SLAs.
• Work closely with international telecom carriers and service providers to manage customer requests, incidents, and act as a liaison between customers and internal teams.
• Manage chat, voice, and email support, including using translation tools when needed.
• Accurately log and track all interactions through ticketing systems.
• Communicate escalations and issues to Managers and Operations in a clear, professional manner.
• Be flexible to work in rotational shifts, including evening, night, and weekend shifts.

Candidate Expectations / Requirements:

• Experience: 3 to 5 years of relevant experience.
• Work Mode: Hybrid (Pune, India).
• Skills: Excellent verbal and written communication skills in English (neutral accent preferred), experience in international voice support/chat/email processes, strong customer service orientation, and problem-solving skills.
• Technical Skills: Strong PC skills, especially MS Office and the ability to adapt to different software platforms.

Benefits & Perks at Sakon:

• Hybrid Working Options
• Flexible Holiday Policy (choose your own holidays)
• Life & Medical Insurance
• Focus on Skill Development & Certification Reimbursements
• Wifi & Mobile Bill Reimbursement
• Employee Well-being Activities

For more information email your resume on satyam.chauhan@sakon.com or call on 7499393894