938 Escalation Management Jobs - Page 4

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

Internal Firm Services Industry/Sector Management Level Associate & Summary At PwC, our people in talent and development focus on finding, deploying, training and enabling talent through talent identification and enhancing employee skills and knowledge, fostering a culture of continuous learning and professional growth. These individuals collaborate with subject matter specialists and project teams to strategize effective ways to locate, assess, educate and train employees, in line with market developments and firm strategy. In recruitment and talent acquisition at PwC, you will focus on attracting and selecting top talent to join the organisation. You will play a crucial role in identifying and hiring individuals who align with PwCs values and contribute to its success. Why PWC At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purposeled and valuesdriven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us . & Summary Campus recruiter will be responsible for managing end to end campus hiring processes. This role involves collaborating with hiring managers, academic institutions to ensure as seamless recruitment process. Hands on experience with campus hiring and operations in handling end to end recruitment Connect with top notch institutes like IITs, NITs and IIMs are preferred Post offer connect & engagement with the candidates & institutes Diversity hiring and engagements is preferred Working with leaders for critical referral internship cases Mandatory skill sets Experience in Campus Recruitment Good communication and presentation skills with a passion for building interpersonal relations and stakeholder management is preferred Preferred skill sets Familiarity with employer branding and recruitment strategies Exposure to hiring tools and platforms for data / reporting Hands on experience and expertise in campus engagement and employer branding is a must for this profileS Years of experience required 2+ years Education qualification Bachelors / Master s degree in Human Resources, Business Administration or related field Education Degrees/Field of Study required Bachelor Degree, Master Degree Degrees/Field of Study preferred Required Skills Recruitment Lifecycle, Talent Development Accepting Feedback, Accepting Feedback, Active Listening, Applicant Tracking System, Behavioral Interviewing, Campus Placement, Candidate Management, Candidate Selection, Candidate Sourcing, Communication, Contract Negotiation, Direct Recruiting, Emotional Regulation, Empathy, Employee Referral Programs, EndtoEnd Recruitment, Escalation Management, Faculty Relations, Hiring Management, Hiring Manager Liaison, Inclusion, Intake Interviews, Intellectual Curiosity, Internet Recruiting, Interview Scheduling {+ 25 more} Travel Requirements Available for Work Visa Sponsorship

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

Lead end-to-end service desk operations across multiple geographies. Drive performance and operational efficiency through robust incident, request, and escalation management. Establish and monitor KPIs, SLAs, and CSAT targets, ensuring adherence and continuous improvement. Implement ITIL best practices for service management, including incident, problem, and change management. Govern vendor/partner performance and contractual service delivery in managed service models. Conduct root cause analysis and trend reviews for recurring issues and drive permanent fixes. Define and run shift rosters, workforce planning, and capacity forecasting. Contact Person : - Maheshwari Balasubramanian Email : - maheshwari@gojobs.biz

Pre-Post order site visit planning for new orders, Manpower Work assign, Random visit to sites to get update on work progress, Material Procurement ,Delivery planning, Installation schedule planning to customers , Hod Submission

Read the jd properly and then do share the cv to our wats app team. share the cv to HR Rahul on 7503444444 Position: L3 Escalation Specialist Customer Service Location: Noida, Sector 63 Preferred candidate profile Grade: V7 and Above: Immediate joiners preferred We are seeking a highly skilled and analytical L3 Escalation Specialist to handle high-priority customer issues and ensure swift and satisfactory resolution. The ideal candidate will have a background in customer service (preferably e-commerce) with proven expertise in managing complex escalations independently and professionally. Key Responsibilities Handle Level 3 customer escalations via email, calls, or CRM platforms. Act as the final resolution point for unresolved or sensitive customer complaints. Coordinate with internal departments (logistics, tech, operations, etc.) to ensure timely resolution. Maintain comprehensive documentation of case resolutions in CRM tools. Provide feedback and recommendations to improve processes and reduce recurring issues. Ensure customer satisfaction through empathy, ownership, and clear communication. Required Qualifications & Skills Experience: Minimum 2+ years of experience in customer service. E-commerce background is highly preferred. At least 1 year of hands-on experience managing L3 escalations is mandatory. Education: Bachelors degree is required. CRM Tools: Proficiency in platforms like Zendesk, Freshdesk, or similar customer service tools. For More Details wats app your cv to HR Rahul on 7503444444

Were looking for a highly experienced and results-driven NOC Operations Manager to lead our 24x7 Network Operations Center. The ideal candidate will bring strong technical knowledge, customer-focused leadership, and a deep commitment to SLA-driven service delivery. Key Responsibilities: Lead and manage end-to-end NOC operations and a 24x7 multi-shift support team. Ensure seamless monitoring, alert handling, incident resolution, and escalation procedures. Drive operational excellence with proactive fault detection and resolution strategies. Define and track internal/external SLAs and key performance indicators (KPIs). Coordinate with cross-functional teams including Engineering, Field Support, and TAC. Manage escalations and lead the resolution of complex customer-reported issues. Conduct thorough Root Cause Analysis (RCA) and ensure timely closures. Plan and manage shift rosters, staffing requirements, and team performance evaluations. Prepare and present daily/weekly operations reports, SLA summaries, and RCA documents to leadership. Own and continuously improve NOC processes, SOPs, and escalation frameworks. Required Skills & Qualifications: Minimum 10 years of experience in NOC/network operations; 3+ years in a leadership/managerial role. Strong knowledge of network technologies: Routing, Switching, MPLS, SD-WAN, VPNs, Firewalls. Expertise in network monitoring tools: Zabbix, SolarWinds, PRTG, Nagios, LibreNMS, etc. Practical experience in managing incident and service request tickets using tools like ServiceNow, Freshservice, etc. Deep understanding of Desk SLAs (response & resolution timelines) and Link SLAs (uptime, latency, downtime tracking). Ability to handle escalations and deliver prompt customer communications. Strong analytical and troubleshooting skills under pressure. Excellent people management, team building, and leadership skills. Preferred/Good to Have: ITIL Foundation Certification (strongly preferred). Experience working with ISPs, OEMs, or Managed Network Services environments. Involvement in defining or refining NOC SOPs, escalation matrices, and tool/process implementations. Reporting & Continuous Improvement: Prepare and analyze SLA trend reports, RCA documents, and recurring issue logs. Identify service gaps and propose enhancements for process and tool optimization. Ensure clear documentation and handovers during shift transitions. What We Offer: Leadership opportunity in a growing tech-driven organization. Exposure to enterprise-grade networking technologies and infrastructure. Transparent and performance-driven work culture.

Min 1 Yr Exp Into Technical Support International Voice CTC - Up to 5 LPA WFO 24*7 US Shift 5 Days Working Interview - Virtual Notice - Immediate Joiners Location - Hyderabad Share CV's - 9828833989 (Lakshika) Required Candidate profile Required Excellent Communication skills (English) International Exp. is mandatory Perks and benefits Night allowances Incentives Both way cab's

DESCRIPTION The Assistant Manager is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and Publisher advocacy that enables a remarkable customer experience. As a front line manager of ~100 associates, the Assistant Manager will regularly monitor key metrics for their team and provide coaching, guidance, and mentorship to achieve individual and team goals. The Assistant Manager is also responsible for interviewing, employee development, supporting training initiatives, process improvements, performance management and team engagement. Responsibilities Lead a team of Customer Service Agents Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes. Carry out supervisory responsibilities in accordance with A2C policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. Promote a positive team environment. Demonstrates effective communication and cooperation amongst management and peers to manage team workload and morale. Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short and long term action plans to guide progress. Work with staffing agency partners and/or HR teams to recruit top talent. Promotes, plans, performs and implements process improvements. Leads or participates in GEMBA walks. Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams. Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies, and demonstrates a commitment to excellent customer service. Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team. Manages and maintains payroll and schedule adherence in payroll system. All other duties and special projects as assigned. Has schedule flexibility, including the ability to work outside normal business hours, including weekends. Basic Qualifications Excels at providing coaching and mentoring to others with a goal of achieving success. People management experience is mandatory. Demonstrates ability to analyze data, using the data to drive decision making. Knowledge of all MS Office tools Fosters a positive team environment and collaboration within the site. Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment. Preferred Qualifications Bachelor Degree or above 1+ years of management experience with a focus on team development Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders. Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers. Strong prioritization and time management skills, with a high degree of flexibility. Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

Role & responsibilities 7+ years of previous management experience 3-5 years of previous experience in a technical role Experienced leading a team focused on high volume technical customer support and handling technical escalations from the customer support team. Has a depth of understanding of HR processes, standards and technology. Reporting and query skills- Organizing and analyzing data sets and presenting findings as appropriate Experience with creating SOPs and other process documentation Strong Microsoft office skills intermediate excel user Strong Communication, both collaborating with the internal team and with internal and external customers Positive attitude and solution-focused approach to problem solving with a sense of urgency HR experience preferred

Technical Support Engineer 1Customer Front Line for Trouble Reporting 2Trouble Ticket Assignment to different technical teams 3Escalation Management 4MPLS Basic Troubleshooting and Fault isolation B> Major Responsibilities. 1>To be the First Point of contact for Tata Communications customers from technical Perspective & identification of the technical problem 2> Maintaining Optimum productivity as per set Standards. 3>Maintaining optimum Quality as per set Standards. 4>Handling all TSC Emails and ensuring that the targets are adhered. 5>Handling escalation and customer queries 1>Graduation in Electronics and Telecom/Computer Engg 2>Ability to use e-mail, internet, Word and other softwares 3 >Exposure to ISP Operations preferred 5>Any other certification is preferred 6>MPLS/IP Routing and protocol E> Experience Necessary requirement 1-3 years of experience in below areas 1> Experience in customer Front Line for Trouble Reporting 2> Experience in MPLS Basic Troubleshooting and Fault isolation 3>Experience in Handling Escalations and working in Shifts.

Supportio is a company that delivers integrated business support solutions tailored for startups and growing enterprises. Their services are designed to enhance operational efficiency, scalability, and customer satisfaction, enabling businesses to navigate growth challenges seamlessly. If you are seeking to make a significant impact and are driven towards professional development and success, Supportio Business Services invites you to apply and be a part of their dynamic team. As a part of the team at Supportio, your role will involve leading a team of inbound and outbound sales agents focused on the US market. You will be responsible for monitoring team performance, setting daily goals, and ensuring that key performance indicators (KPIs) are met. Additionally, you will play a vital role in training, coaching, and mentoring sales representatives on product knowledge, soft skills, and sales techniques. Handling escalations, assisting with complex customer queries or negotiations, and tracking and reporting team performance metrics such as conversion rates, call quality, and revenue will also be part of your responsibilities. It will be essential to ensure adherence to call quality standards, compliance guidelines, and U.S. process protocols while motivating the team to achieve individual and group targets through incentives and recognition. To be considered for this position, a bachelor's degree is preferred, along with prior experience in international B2C or B2B sales. Candidates must also be willing to work night shifts. Budget for this position is up to 7.20 LPA, and the location is in Thane West. The working days are Monday to Friday, with a night shift schedule from 8 pm to 5 am. If you are ready to bring your expertise, unique skills, and fresh perspective to Supportio, apply now and embark on a journey of professional growth and success.,

As a Supplier Quality Specialist at Eaton, your primary responsibility will be to identify gaps in supplier Quality systems related to Quality, Delivery, and operational alignment with Eaton manufacturing sites. You will need to communicate these gaps back to the supplier and follow up for improvement actions. Your aim will be to ensure supplier training and actions are implemented in the respective processes to achieve defect-free product supply and overall supplier performance improvement. You will be involved in evaluating and timely closing of Supplier Self-Assessment (SSA) from external suppliers. It will be your responsibility to identify, investigate, and resolve Supplier Technical and/or System issues related to product or process realization to ensure effective closure of SSA Corrective Action Requests (CARs). Utilizing statistical and analytical tools, you will analyze supplier issues and implement measures to improve Corrective and Preventive Actions (CAPA) and process efficiency. Collaborating with global stakeholders, you will troubleshoot issues to ensure flawless closures. Additionally, you will assist in data analysis and business growth for various supplier Quality processes. Anticipating customer requirements, you will provide customer-centric solutions and act as a coordinator between suppliers and internal functions/plants to clarify requirements and improve closure lead time. Monitoring and communicating supplier performance, adhering to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), and identifying opportunities for improvement will also be part of your role. To qualify for this position, you should have a Bachelor's degree in Mechanical, Production, Electrical, Electronics, or Industrial Engineering. A minimum of 6-8 years of experience in Manufacturing, Process Engineering, and Supplier Development quality is required. Experience in working with global customers and suppliers is essential. Skills required for this role include knowledge of problem-solving tools, APQP & PPAP processes, statistical tools such as SPC, Gauge R&R, and capability analysis, as well as knowledge of manufacturing processes in areas like Electrical/Electronics, Sheet Metal, Rubber, Molding, Machining, and Casting. Familiarity with Quality Management Systems (QMS), 8D, A3, Layer Process Audit, and experience with Digital Tools such as Power BI, Power Automate, and SharePoint Development are also necessary. Effective communication, influencing skills with customers and suppliers, interpersonal skills, strong accountability, escalation management, time/priority management, presentation skills, decision-making, problem-solving mindset, effective collaboration, and cross-cultural teamwork are all essential attributes for success in this role. As a Supplier Quality Specialist, you will be expected to encourage and implement a culture of continuous improvement within the team and at the supplier end while being flexible in attitude and approach to accepting all tasks related to the position and displaying a willingness to learn new skills when required.,

The job involves reviewing and processing basic customer transactions, investigating and resolving data or account discrepancies, inputting, editing, and maintaining customer account information, and escalating issues to a supervisor in a timely manner when unable to resolve or understand customer requests. You will serve as a liaison between the company client, end customers, and various other stakeholders, demonstrating good interpersonal and customer relationship skills. It is essential to document all activities and actions necessary to successfully resolve customer issues, always providing efficient and courteous service to customers. Additionally, applying in-depth knowledge of systems and operations in support of the assigned customer group is required.,

As an Auditor in this role, you will be responsible for conducting ongoing Transactional Audits (Element Audits) which includes data verification such as System vs. Physical or System vs. System, as well as inventory verification of various items. You will be required to prepare a discrepancy report based on your findings, submit it to the respective functions, and update it in the internal audit system. It is crucial to keep track of all audit observations raised and ensure timely escalations in case of non-resolution. Additionally, you will be responsible for preparing various MIS and reports related to the audits conducted. Furthermore, you will engage in regular reviews with the team leader to provide updates on assigned tasks and activities. Your feedback on system and process enhancements will be valuable and should be provided on a timely basis. This is a full-time, permanent position with benefits such as leave encashment, life insurance, and Provident Fund. The work schedule is during the day with fixed shifts, and there is a performance bonus offered. The preferred educational qualification for this role is a Master's degree. The work location for this position is in person.,

The Model/Analysis/Validation Intermediate Analyst role is a developing professional position that involves dealing with problems independently and having the flexibility to solve complex issues. The role requires integrating specialized knowledge with a solid grasp of industry standards and practices. You should have a good understanding of how your team and area collaborate with others to achieve subfunction/job family objectives. Analytical thinking and proficiency in data analysis tools and methodologies are essential. Attention to detail is crucial when making judgments and recommendations based on factual information. You will typically handle variable issues with potential broader business impact, applying professional judgment in interpreting data and results. Communicating information in a systematic and understandable manner is important, along with possessing developed communication and diplomacy skills needed to exchange complex/sensitive information effectively. Your responsibilities will include developing, enhancing, and validating risk measurement and analysis methods for all risk types, such as market, credit, and operational risks. You may also work on developing, validating, and strategizing the use of scoring models and related policies. Supporting the design, development, delivery, and maintenance of top-notch Risk programs, policies, and practices for Risk Management will be part of your role. Reviewing analytics, models, and other documents to ensure compliance with regulatory and legal requirements is also a key responsibility. Identifying potential risks, escalating them for further review, handling preliminary investigations, assisting with reconciliation procedures, preparing routine correspondence, creating and maintaining reports, and collaborating with other areas within Risk Management will be part of your daily tasks. Your impact will be moderate but direct through close contact with the business's core activities. The quality and timeliness of the services you provide will affect the effectiveness of your team and other closely related teams. Qualifications for this role include having at least 4 years of experience in Risk Strategy, Modeling, Monitoring, or Validation. Sound knowledge of risk strategy concepts and industry best practices is essential, along with excellent quantitative and analytic skills to derive patterns, trends, and insights. Proficiency with analytical or data manipulation tools like SAS, SQL, R, Python, and the MS Office suite is required. Strong written and verbal communication skills, self-motivation, attention to detail, and project management capabilities to handle multiple projects concurrently are necessary. A Bachelor's/University degree in statistics, mathematics, economics, or equivalent experience is also required, while a Master's/PhD degree is considered a plus. This position with Global Consumer Bank (GCB) Risk Modeling Services supports the US Consumer Banks CRS portfolios, specifically in the Non-Scoring Models monitoring team. You will monitor strategies developed by the Risk/Strategy team in alignment with Risk modeling policies and procedures. Interacting with the MRM and Policy teams on issues related to CRS portfolios, including Limitations, Root Cause Analysis, and other monitoring-related matters, will be a key aspect of your responsibilities. In summary, this role requires a blend of technical expertise, analytical skills, communication abilities, and attention to detail to effectively contribute to Risk Management within the organization.,

Customer Service TL.Experience in Banking /Financial Services /Insurance or BPO Exp on BPO Metrics(CSAT, AHT, Shrinkage, Quality scores, KPI).Handling Escalation calls of Customers.Track Customer Satisfaction & ensure closure of complaints.

Roles and Responsibilities Ensure compliance with RBI guidelines and internal processes for effective query resolution. Escalate complex issues to senior team members or principal nodal desk when necessary. Manage complaints received through various channels (inbound calls, emails, web chats) and resolve them efficiently. Handle queries related to credit cards, ensuring timely resolution and excellent customer service.

Please Note - This is a Fixed Term Contractual Role Quality Specialists play a vital role in establishing and maintaining comprehensive quality frameworks across our operations. Their primary responsibility begins with developing robust quality strategies in collaboration with customers and CPMs, encompassing metrics, audit approaches, and specific targets for each workflow. When quality issues arise, these specialists create prescriptive actions, examining data patterns to formulate effective solutions. They maintain a continuous improvement cycle by managing a critical feedback loop between operations and customers, drawing insights from multiple sources including quality auditors, side-by-side observations, and metric analysis. Through regular side-by-side sessions, they identify opportunities for workflow enhancement and quality improvements. The specialists serve as key escalation points for customer concerns, providing strategic recommendations based on their deep understanding of processes. They consistently evaluate quality tools, suggesting refinements to enhance effectiveness, while simultaneously maintaining and updating process documentation to ensure standardization and clarity across all workflows. This comprehensive approach ensures quality remains at the forefront of our operational excellence. Key job responsibilities Define and implement quality metrics for established workflows * Create prescriptive actions for quality issues * Partner with customers, operations and internal support teams to optimize workflow quality * Conduct side-by-sides to identify opportunities for workflow enhancement and quality improvements * Analyze data trends and develop solutions * Monitor quality performance and coach operations teams * Create and maintain quality metrics reports * Handle customer escalations and recommendations * Evaluate and suggest improvements for quality tools * Support process documentation and implementation BASIC QUALIFICATIONS * Business English proficiency * Intermediate Excel skills (VLOOKUPS, PIVOTS, formulas) * Experience in Machine Learning/Data Labeling • Strong process expertise in data services * Experience in coaching and process improvement * Analytical and problem-solving capabilities PREFERRED QUALIFICATIONS * Experience with speech or language data preferred * Ability to work in ambiguous environments * Project management experience

Job Description SLA / TAT - To provide faster resolution to customer e-mails through effective shift management and liaison with other functions. Ensure that team provides timely resolution all customer E-mails Respond to customer queries on the same day when mail is allocated. Rostering of the team to be done basis expected weekly volumes to ensure all customer mails are responded to, within the agreed timelines. Plan of action to be circulated to the team everyday in a timely manner and ensure cases are prioritized in such a way to meet the timeline committed to customer. Ensure that team raises NFTR queries to other functions in a timely manner and with adequate details, so that resolution is received without any delays. To effectively monitor NFTR cases, liaison with the other functions for resolution, follow the escalation matrix whenever required, in order to meet the resolution timeline committed to customers. Team Productivity - Drive the team to achieve the productivity targets set, to ensure prompt response to customer emails. Same to be done considering the increase in volumes and targets on turn around time. Identify training needs of the team and conduct coaching sessions to improve the learning curve. Conduct regular feedback sessions with officers, basis QA sample checks done. To effectively hand hold new officers during the first month and ensure they are trained to respond to customers directly after one month on the job. Ensure complete notice period is served by the officers at the time of exit. To plan in advance to ensure there is no productivity dips due to any exit. Customer Focus & Service Experience - Drive the team to provide resolution of queries to be Customer Focussed by providing faster and accurate qualitative resolution / response. Random sampling of cases to be done for the entire team as a part of internal quality check. To provide individual feedback to the officers based on internal / external sample checks done

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs

Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today s competitive landscape. Position Title: Service Coordinator Location: Mumbai Position Description The Call Management Service Coordinator (SC) is responsible for the proactive planning of all incoming work order allocations received within a specific geographic territory or Customer responsibility. The SC is also responsible for ensuring that all available resources are effectively utilized and predefined service levels are consistently achieved and contractual agreements met. The primary function of the SC is to support the activities of the Customer Engineers (CEs) assigned to him or her or within a particular geographic region or territory. The SC s plan, prioritize, assign, and monitor all open work orders for CEs. Additionally, the higher levels may be required to perform escalation management activities which provide end to end tracking for both field and customer. Key Areas of Responsibility The main duties of the Service Coordinator include the following: Accept ownership of work orders routed to CALL MANAGEMENT Proactive planning, prioritizing, and assigning all outstanding work order tasks for Customer Engineers, ensuring the prompt delivery of service to meet our contractual terms and conditions Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts. Scheduling appointments with security escorts or third party service providers as required. Identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time. Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall. Performing predefined start and end of day processes within the CALL MANAGEMENT. Recording any requested information for customer complaints referred by any outside source and managing escalations as defined. Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CEs within the territory. Providing a central point of communication for engineers and handling any incoming telephone messages that may require to be transmitted to the engineers within the territory. Utilizing information provided by Territory Managers to maintain the current duty roster/CE schedule, record all incidents relating to CE availability, sickness, holidays, and planned work commitments. Regularly inspecting any holiday and absence tools used by the Territory Managers. Escalating to the team leader and territory manager when available CE resource levels fall below the determined specified limit and reporting daily records regarding CE availability and workload. Ensuring the correct and timely closure and completion of all work orders At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed, except where automatic closure by the CE is available. Provide parts management/coordination (working with Logistics for SLA S) as assigned Follow Global Call Management tools, process and procedures as documented and posted in GP&S Scope Proactively plans, prioritizes, and assigns all outstanding work order tasks for Customer Engineers and ensures the prompt delivery of service to meet our contractual terms and conditions Work Environment The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations The position involves prolonged periods of PC and telephone usage. The Service Coordinator is accountable for continuously receiving and handling high volumes of work orders The Service Coordinator works in a team environment and interacts with multiple internal customers. Reports to the CALL MANAGEMENT Team Leader Education and Experience Requirements Graduate in any discipline with two to three years experience in the area of Coordination / customer Service and Support preferred Basic PC literacy Keyboard proficiency Understanding of geographical areas and ability to utilize mapping tools for assigning work orders Understanding of Windows-based applications/tools Relationship building skills Excellent communication skills, verbal and written as well as listening skills

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices.

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge & Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices. Experience ( Relevant ) 1-3 Yrs