# Graduate Trainee (L1)

**Company:** [PMC Commerce](https://jobs.workable.com/companies/gFJiW8ZqBjXCm9yWK4rZbX.md)
**Location:** Vadodara, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** India

[Apply for this job](https://jobs.workable.com/view/c9a4f246-7b4e-4d2c-ae87-70737d6faa83)

## Description

**Summary of the position:**

-   Support services provide high quality operational and technical application and systems support to PMC’s customers and internal business functions. This entry-level Graduate Trainee role is crucial to ensure great customer satisfaction for our customers and resolving customer issues effectively at the first point of call.
-   As our support team is co-located in the UK and India, cross-cultural awareness and clear communication skills are essential. While this is primarily a customer-focused role, a strong interest in technology, willingness to learn, and a passion for providing impeccable service to our customers are key to success in this position.  
    

**Key accountabilities:**

-   Assist and coordinate with the local and global Support Leadership teams to carry out day-to-day activities, ensuring a consistently high level of service delivery.
-   Answer incoming customer queries in a professional, courteous, and prompt manner, in line with PMC standards and defined SLAs.
-   Accurately log incidents and requests in real time within the IMS tool, capturing detailed problem descriptions, actions taken, and assignment trails.
-   Learn, follow, and contribute fresh perspectives to PMC’s standard operating procedures and application support best practices.
-   Track assigned tickets through to resolution under guidance, ensuring all regular updates and relevant communications are documented.
-   Provide callers with their unique ticket reference numbers and set appropriate expectations.

Analyze reported issues systematically by:

-   Asking probing and relevant diagnostic questions
-   Applying learned system knowledge and logical troubleshooting
-   Referencing training materials, process documents, account handbooks, and knowledge base articles
-   Seeking assistance and guidance from senior team members in the UK or India

-   Make outbound calls to customers and 3rd party providers, ensuring clear, accurate, and concise communication.
-   Maintain regular communication with clients and internal team members regarding assigned tasks, escalating potential delays or blockers to management early.
-   Act as a brand ambassador by understanding the importance of PMC’s reputation and consistently upholding service excellence.

_**Please note: This role operates on a rotational shift basis to ensure sufficient coverage for 24/7 client requirements**_

## Requirements

**Skills and Experience | Essential:**

-   Fully fluent in English (written and verbal).
-   Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent internship experience in technical/customer support).
-   Strong fundamental interest in IT systems, software applications, and customer service.
-   Excellent interpersonal, listening, and communication skills.
-   Strong logical thinking and foundational problem-solving aptitude.

**Skills and Experience | Desirable:**

-   Basic understanding or exposure to retail, hospitality, or leisure technologies (e.g., EPOS/tills, reservation systems) through academic projects or internships.
-   Familiarity with basic IT support concepts, service desk functions, or SLA principles.
-   Basic hands-on experience with ticket management tools or technical troubleshooting during college coursework/projects

**Personal attributes:**

-   Strong customer-first mindset with a keen desire to deliver high-quality support.
-   Proactive learner with a strong curiosity to pick up new technical tools, processes, and applications quickly.
-   Self-motivated, highly professional, and dependable in seeing assigned tasks through to completion.
-   Empathetic communicator who works well in diverse, cross-cultural teams.
-   Ability to multi-task, prioritize tasks, and remain calm under pressure.
-   Adaptable and flexible to changing business needs and shift patterns.
-   Strong organizational skills with keen attention to detail.
-   Positive ‘can-do’ attitude and a active team player eager to contribute and grow.