Customer Support Specialist

Job Title : Customer Operations

Job Location : Bangalore

Job Role :

• Provide support adhering to SLA parameters (including quality, and response / resolution time criteria)
• Attend and acknowledge each customer call / mail
• Responsible to create and manage Karix build products and services
• Collect all the required information as per the checklist
• Perform basic level troubleshooting for resolving customer issues
• Collaborate in investigating issue during escalations
• Assist in resolution of technical / non-technical issues faced by customers.
• Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
• Ensure 100% adherence to Provisioning processes : a. Time accounting
• Ticket management
• Review of backlogs owned on a shift basis so as to make them close to zero.
• Review of owned incidents that are completed and need to be closed.
• Follow-up with customers on the solution provided.
• Review customer feedback with a view to improving and enhancing support quality
• Replicate, test and resolve incidents that were logged by customers
• Ensure proactive communication on the known actions or events

Requirements