About the role
At South Star, we are committed to empowering businesses in the telecom sector by providing comprehensive support and management solutions for their IT infrastructure. Based in Navi Mumbai, we specialize in offering a wide range of services, including application environment support, IT infrastructure environment management, network monitoring, end-user support, and service design & monitoring. Our focus on the telecom sector allows us to deliver exceptional results that are tailored to our unique clients.
Job Title - Enterprise Care Agent
Department - Enterprise Care Team
Role Summary -
South Star Software Pvt. Ltd. is hiring Enterprise Care Agents to support its Enterprise Care division, working closely with U.S.-based counterparts and top-tier clients. The role involves managing client support tasks such as creating service tickets, following up on outstanding items, reviewing open tasks, and ensuring seamless processing of wireless product and service requests.
At South Star Software, you get to work with global clients, build valuable technical and communication skills, and grow within a supportive, high-performance team. You’ll be trained thoroughly and have opportunities to contribute to meaningful process improvements.
Agents will receive comprehensive training on various products, services, and internal processes. Success in this role requires strong English communication skills (written and spoken), attention to detail, time/data management, and the ability to interact professionally with clients.
Occasionally, the agent may contribute to internal projects aimed at improving processes or enhancing service offerings.
Key Responsibilities
- Process inbound email requests from other agents or clients for different product service tasks.
- Assess email requests, create tasks when possible, or request additional information from clients when needed.
- Generate service request tickets aligned with task requirements.
- Recognize urgency/priority and follow escalation guidelines.
- Use multiple platforms to gather missing information and progress tasks.
- Review assigned tickets and performed follow-up actions.
- Perform additional duties as assigned.
Desired Qualifications
- Good proficiency in Microsoft Excel
- Excellent analytical skills and attention to detail.
- High-level English proficiency (written & spoken).
- Telecom industry experience is a plus, but not required.
- Commitment to providing world-class client support.
- Graduate degree is mandate
- Ability to work independently and a team player
- Has experience working in late evening shifts