Customer Operations Specialist

1 day ago

bangalore district, India Karix Full time

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

  • BCA, B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech Graduate
  • Should have basic knowledge in mysql, oracle DB in executing the queries, good written and verbal communication skills, willing to work in 24/7 environment in shift, positive attitude.

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