Jobbeschreibung
Senior analyst
Jobzusammenfassung
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Standort: Mumbai
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Projektrolle: Senior analyst
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Qualifizierung: BE/B.Tech (Hons)
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Erfahrung: 0-2.5 Years
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Kompetenzen: Desk Side Services
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Anzahl von Stellen: 1
Jobbeschreibung:
JD attached
- To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
- To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
- To maintain high login Efficiency (Availability) for customers.
- To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
- 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.
- Work on value adding activities such Knowledge base update & self development.