Customer Operations Specialist
1 week ago
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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