Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must Have Skills : Service Desk Voice Support
Good To Have Skills : Service Desk Management
Key Responsibilities : Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat remote supportTechnologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment groupTechnologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation
Technical Experience : Provides resolution to customer based on in scope processesFollows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closureTechnologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores
Professional Attributes : Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level AgreementPerforms incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention
Educational Qualification : Degree