Network Services

2 - 5 Years
Bengaluru
Not Disclosed by Recruiter

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Posted: 15 days agoOpenings: 1Job Applicants: 14Job Views: 23

Job Description

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.

Responsibilities/Authorities
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

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Associate/Senior Associate -(NonTechnical)

Employment Type:Full Time, Permanent

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

PG:Post Graduation Not Required

Doctorate:Doctorate Not Required

Company Profile

Accenture Solutions Pvt Ltd

Accenture (NYSE: ACN) is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network- Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
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Recruiter Name:HR

Contact Company:Accenture Solutions Pvt Ltd

Reference Id:9079

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