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Technical specialist
Job Description
Technical specialist
Job Summary
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Location: Chennai
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Project role: Technical specialist
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Qualification: B-Tech
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Experience: 2.5-5 Years
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Skills: Automation Anywhere
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No. of positions: 1
Job description:
Audit ticket handling \\r\\n\\r\\nPerform ticket analysis \\r\\n\\r\\nIdentify Top call drivers contributing to ticket volume to L1 Service Desk \\r\\n\\r\\nCohesively work with H&S Behavioral Change Management (OCM/BCM) team and prepare an improvement plan to improve user adoption \\r\\n\\r\\nReview and analyze the automation script in proposed AEX CVA Chatbot. \\r\\n\\r\\nWeekly, monthly, and quarterly reporting \\r\\n\\r\\nWork in tandem with H&S owned Sumo Logic admin and recommend best practices and assist in building the used cases to be implemented in Sumo Logic.
- 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