OVERALL PURPOSE OF JOB
The Representative is responsible and accountable for:
The Analyst, support the Incident management function, responsible to handle the escalated calls and document and send the update to customer and internal / external stake holders. He/she will be responsible to provide L2 support for the incidents reported by customer, act as 1st level of escalation. Coach the new joiners on the process, product and services, help team on resolving incidents in coordination with concerned teams.
Deliver service to customer within the committed SLAs and ensure noiseless delivery of services. Interface with Team Lead & client''s support SME s on a daily basis. Assist in the data gathering for Daily /Weekly/ monthly client review.
Act as a first level escalation point of contact for Customers, Internal and external stake holders. and document/track the related incidents to the knowledge base in our systems;
Manage tickets in the online system s queue, maintain on-going communication (outbound, inbound contact channels) with our customers;
Follow up with the Ticket Operation Teams to confirm raised incident tickets are driven at the right track and aim to restore the service within the Mean Time to Repair (MTTR);
Work in 24x7 rotating shifts which involve day, afternoon and also night shifts shuffled on a monthly or cycle-defined basis