Job description:

Take support inbound cases by customer via one of the following methods.
o offline troubleshooting of support logs
o live troubleshooting of cases by joining zoom | webex session
o if issue cannot be solved at L1 level then engage / senior engineers and make progress
document / update case notes with progress made during that shift and next steps / action plan.
Own and drive the customer experience throughout the lifecycle of a customer reported case.
warm handover of support case in case the support call extends beyond the work schedule / shift hours.
Participates in root cause analysis.
Resolve technical issues through diligent research, internal problem reproduction, and troubleshooting.
Respond to customer inquiries inbound via case either via email or the case management system.
Ability to work in shifts / weekends.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases