Experience – 2 to 4 years
Excellent communication skills (Spoken/Writing), Strong client facing.
Good interpersonal and Pro-Active Communications on issues with customer.
Creates issues in ticketing system with complete details which can help to fix the issue.
Acknowledge an incident received inbound requests through all channels.
Manage and Track tickets until successfully resolved as per the agreed SLAs and timelines.
Troubleshooting and performing deep level analysis for the workflow.
Provide Workaround, Corrective Fixes, Removal of Data Errors.
Follow documented processes and workflows for each Clients.
Coordinate with third party vendors, L3 team and others as required to get the ticket fixed.
Build knowledge base, also use knowledge base to fix issues or provide workaround.
Analysing tickets to spot common trends and underlying problems.
Maintain a daily Run-Book which can be used for immediate resolutions.
Escalate to L3’s when documentation is insufficient to complete the tasks or do not solve the incident.
Excellent Communication Skills
Good Analytical Skills
Strong Team Player