Job Description
Job Family Descriptor
Manage customer queries related to all services and solutions delivered includes complex customer issues diagnosing and thereby resolving and fixing Act as a conduit between customer and other teams such as engineering architecture etc for any issue resolution Provide L2L3 support to resolve hardwaresoftware issues by applying tehnical expertise
Broad outline of the Role
- The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.
Purpose - Broad objective of the role
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience
- Graduate with 0-4 years of experience
Other knowledge/skills
- Demonstration of problem-solving skills
- Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
- Maintain awareness of latest technologies in the domain
Key Responsibilities
- Taking ownership of customer issues reported, solving their problems through by providing resolution.
- Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ensure SLA are achieved and work proactively to maintain the same.
Technical Competencies
Knowledge / Skills
Communication Skills
Job Segment: Operations Manager, Engineer, Customer Service, Operations, Engineering
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