Opening For Technical support

2 weeks ago


Hyderabad, Telangana, India Cognizant Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities

  • Monitor technician work times and report exceptions through TOA:
  • Assure route activations/deactivations occur properly to Technician for their start and end of shift.
  • Monitor start of 1st. job of day to assure Technician starts within designated start time or at beginning of shift if starting at 1st job.
  • Contact Technician on jobs that overrun to assure technician is safe or determine if assistance is needed.
  • Monitor lunch & break periods for, start times and durations.
  • Monitor work order pools to assure jobs are assigned throughout the day, use auto routing tool to assist.
  • Confirm and assure all jobs are completed and routes are closed when applicable and at the end of the day.
  • Prioritizes and dispatch customer service requests to available technicians; serve as liaison between customer and technician.
  • Monitor workflow throughout the day, Using the TOA tool assure jobs are completed on time, pending work is assigned to available Tech's and work volume is balanced and shared.
  • Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy.
  • Contact customers to confirm appointment times, COD, adult presence and other requirements.
  • Reschedule missed appointments attempt to complete same day. Perform post-appointment customer satisfaction calls as required. Provision equipment.
  • Provide customer assistance to resolve service problems and avoid unnecessary truck rolls.
  • Notify technicians of system outages or problems and maintains schedules of service outages. Reconcile completed work orders to the billing system.
  • Reconcile customer accounts to the billing system. Resolve or escalates challenges as appropriate from Technician.
  • Record, verify, and/or corrects service order information on record via billing system.
  • Maximizes sales opportunities by identifying customer needs and offering products as solutions.
  • Flexible with night shifts and work from office
  • Location Hyderabad

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