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Skills and Experience
- Handle calls, chats and emails for L1 Support\Triage without any deviation in
- SLA
- Ensure to read all the emails from the management and react/respond based on
- the urgency
- Escalate to Leads/Manager for help when required
- Create ticket for every interaction with user, if there is no already existing ticket
- Each ticket cancelled has got approval (NOT cancelling the ticket and then taking
- approval)
- Assign out of scope tickets to other resolver groups appropriately
- Responsible for Service ticket creation/ resolution/ assignment/ categorization/
- prioritization/ escalation/ tracking/ closure and feedback as per defined SLAs and
- KPIs
- Managing phone calls received from the client by applying the specific rules and
- All the tickets owned are followed up daily through Skype, call and email.
- Update the tickets with appropriate notes
- Solving technical problems/incidents reported at the process level by following
- the specific steps and by being compliant with all the communicated parameters
- and specifications
- Incident Management
- Preparing the MIS incidents in accordance with internal requirements
- Redistributing the tickets that have not been resolved (when applicable)
- Routing / tracking the tickets allocated in the system or other PRGs
- Proactive actions in order to effectively manage the Service Now Queue
- Management
- Public Problem Management
- Identifying the general tendencies at the call/ticket level and communicating the
- results to the supervisor in order to manage better the activity at the project level
- Creating additional tickets for simpler issues and connecting them to the parent
- tickets (which describe the general issue)
- Monitoring the case resolution and updating information
- Contacting the customer in order to confirm the encountered issues (where
- applicable
- Adherence to the quality standards communicated at the process level
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