2 Escalations Handling Jobs

About The Role Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver / No./ Performance Parameter/ Measure - 1.Process - No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2.Team Management-Productivity, efficiency, absenteeism 3.Capability development - Triages completed, Technical Test performance Mandatory Skills: Enterprise Platform Engineering GoLang.

NIIT is hiring for AM_Client Services role. (Client Executive) Skills : Client servicing, training administration, handling escalations, excellent communications, international process exposure, good in Excel & PowerPoint. Shift : Must be comfortable with rotational shift including night/early morning shifts Both side transportation facility for hiring zone areas. A AMCS is the single point of contact for interacting with customer stakeholder/ manager for a defined region/ program. He/She would be responsible for coordinating and scheduling arrangements for delivery of training programs, events and workshops, including all logistical support. He/She is required to manage and coordinate multiple tasks and detailed activities in a time-intensive work environment. Responsibilities : The resource will work in coordination with NIIT Client Executives and business focal points. Regular engagement with Business Units & key stakeholders to drive continuous improvements and ensure smooth launch of new learning events in their respective portfolios. High familiarity and a global view of the portfolio will enable the resource to identify opportunities for continuous improvements. Also, deeper engagement with business stakeholders will enable them to initiate optimization projects. Resource will be responsible for addressing all feedback received for managed events, conduct root cause analysis and share the immediate and long-term fixes with the business. Resource will be responsible for setting-up regular reviews with the business focal points to share with them updates on their portfolios. DRC will be responsible for ensuring that the Program Guides (PGs) and Operational Guidance Notes (OGNs) are always updated. Will support regional Client Executives in managing the GO/NO-GO decisions for respective course items. Also, they will provide additional onsite support to operations teams on need basis. Will be responsible for educating & guiding services requestors on value of using Learning services and on how to use the processes & systems. Will help and guide the requestors on scheduling the session and also contribute to the annual forecasting activity to ensure planned courses are accurately projected and project is delivered on-time.