55% throughout academics, with no gaps or breaks/year down
Excellent communication skills
Location – Pune
You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.
You will update checklists for quality assurance and progress tracking, following standard operating procedures.
You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
You will ensure crystal clear communication and documentation as a point of contact.