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Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .
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Customer Support with Service now /incident managment exp

Customer Support with Service now /incident managment exp

Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .

2 - 5 years

|

5 - 6 Lacs

Gurugram Delhi / NCR

Posted:3 days ago| Platform:

Apply

Skills Required

Service Now Ticketing Service Desk Customer support

Work Mode

Work from Office

Job Type

Full Time

Job Description

R

Partners with the TAM to ensure best in class customer support experience and management beginning with a smooth customer kick off for new Ultimate customers.
Performs daily review of all assigned Ultimate customer issues and ensures the frequency and quality of customer updates is of a very high standard aligning with the customer priority and business impact description and in collaboration with Support Engineers and Management team.
Leads regular support case queue reviews with the customer team members, ensuring accurate prioritization of issues, visibility on progress and latest updates as well as next steps.
Provides oversight and ownership of any critical support issues and provides ongoing and personalized customer management and updates through to resolution of the issue.
Contributes to the service review, focusing on performance of the technical support service delivery provided during the review period, identifying areas of success and opportunities for improvement.
Defines and maintains the Service Improvement Plan communicating progress updates against agreed actions and collaborating with the Support Delivery Managers to address areas identified.
Conducts customer specific RCA analysis following a significant event and ensures provision of the outcomes to the customer in an official Customer Facing Statement
Responsible for the provision of Support Health data and insights to the Ultimate delivery team and helps evaluate and communicate the overall Technical Health of the customer.

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Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .

Teamware Solutions ( A Division Of Quantum Leap Co Nsulting .

IT Services and IT Consulting

Chennai Tamilnadu

1001-5000 Employees

245 Jobs

Key People

John Doe

Chief Executive Officer
Jane Smith

Chief Technology Officer

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