Analyst (Support & Operations)

Analyst (Support & Operations)
- | Pune, MaharashtraThiruvananthapuram, Kerala

Job Summary:

• To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities:

• 1. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• 1. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• 1. To maintain high login Efficiency (Availability) for customers.
• 1. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• 1. Work on value adding activities such Knowledge base update & self development.