Operations Processing Senior Associate

First point of contact : Answer phone calls, emails, and other communication channels to provide customer support

Troubleshooting : Perform basic troubleshooting for software, and network issues

Escalation : Recognize when issues are more complex and escalate them to the next level of support

Documentation : Log call activity and record events and updates on tickets

Customer service : Provide accurate information and maintain a high level of customer service

User account management : Create accounts, assign permissions, and reset passwords

Incident management : Update customers on the status of their incident or service request

Collaboration : Work with internal L2 / L3 teams and client's teams to resolve customer issues.

Requirements – (other Than Regular)

Should have good analytical and decision-making skills

Should have good knowledge of MS Office, Ticketing Process, how and when to escalate the ticket to supervisors and other groups

Should be willing to work in 24 x 7 environment with rotational shifts and roster off's

Skills Required

Incident Management, Troubleshooting, Ms Office