550 Escalations Jobs - Page 3

About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology Roles and Responsibilities Manage centralized sales operations for Paytm's Merchant Services, ensuring seamless execution of merchant activities. Oversee dispute management, including chargeback resolution and vendor management to minimize losses. Handle escalations from merchants and clients, providing timely issue resolution through effective query resolution processes. Collaborate with internal teams to resolve complaints and ensure high levels of customer satisfaction. Develop strong relationships with mid-market enterprise customers to drive growth opportunities. Desired Candidate Profile 2-6 years of experience in sales operations or a related field (preferably in FinTech/Payments industry). Strong understanding of merchant services, including Escalations, Dispute Management, Complaints, Query Resolution, Issue Resolution, Enterprise & Mid Market requirements. Excellent communication skills for effective client management and escalation management. Education : Applicants must possess bachelors degree or above Why join us : We aim at bringing half a billion Indians into the mainstream economy, and everyone working here is striving to achieve that goal. Our success is rooted in our people’s collective energy and unwavering focus on the customers, and that is how it will always be. We are the largest merchant acquirer in India Compensation : If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story

Responsibilities Coordinate with Tech for new game launches; ensure thorough testing, error-free setup, and expected game behavior. Handling day-to-day backend operations including query resolution, content management, and escalations. Ideate and propose promotional campaigns to acquire new users and re-engage existing ones; define goals, track metrics, and share performance reports. Conduct regular competitor analysis to identify popular games, missing features, and opportunities for improvement. Analyze ongoing promotions to evaluate their effectiveness based on proposed performance metrics. Monitor user and game-level risk; review top winners, betting patterns, and escalate concerns to relevant teams. Track GGR%, churn, and other key business metrics daily/weekly/monthly; suggest action plans for growth. Continuously review launched games to suggest gameplay, interface, or feature enhancements. Work with Designers to create impactful promotional banners by providing creative direction and performance-based feedback. Requirements Relevance Experience in monitoring games, campaigns & users. Working knowledge on CRM. Relevant experience in an analyst function preferably in gaming or IT/ E com sector. Preferably 1+ years of Ops support experience in gaming/ E com and with an interest in sports. Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus. Fluent in written and spoken English. Strong Microsoft Excel skills/ Google spreadsheet skills.

Hiring for International Customer Support (Voice / Chat / Semi-voice) Roles and Responsibilities Handle international customer calls, emails, and chats to provide exceptional customer service. Resolve customer queries related to products/services in a timely and professional manner. Minimum 6 months BPO experience Undergrad/Graduate Rotational Night Shifts | 5 Days Working Both-side Cabs CTC up to 30K | TH 26K | Incentives up to 7.5K Retention Bonus: 60K (as per policy) CONTACT: Kamya- 9084148502

Role Designation MIS Analyst Position Summary Able to effectively analyze and report on all aspects of day-to-day operations Ability to download, collate, analyze, pull up trends and highlight key performance metrics. Reports have to be daily, weekly, monthly and quarterly Detailed reporting with sub-metric drill downs and also summary dashboards have to be published Trend analysis to be done and data for various time periods readily available Reports to be generated and published at specific and pre-determined times and days Required skill set Minimum experience of 2 years with 12-18 months of relevant experience in similar role Working knowledge of multi-user computer systems, applications, and equipment along with work force management tools and techniques Excellent knowledge of MS Office Good written and verbal communication skills, including experience communicating technical information to non-technical staff Good analytical and communication skills Experience in usage of reporting tools like Avaya/Cisco Job duties and responsibilities RCAs on daily, weekly, monthly and quarterly basis Data preservation in an appropriate and easily accessible format Report generation as agreed with the clients and operations Create governance around timelines for report generation and publication and adhere them Education and other requirement Graduate Willingness to work in rotational shifts # KINDLY MAIL YOUR RESUME ONLY IF YOU MAY JOIN WITH A NOTICE PERIOD OF 30 DAYS WITH YOU EXISITING CO OR YOU ARE AN IMMEDIATE JOINER . MAIL CV WITH SUBJECT AS -- MIS - PUNE NO PLACEMENT CHARGES

Role & responsibilities - Lead and supervise a team of appeals specialists responsible for analysing, drafting, and submitting appeals for denied or underpaid claims Monitor daily operations and ensure timely follow-up and submission of appeals in line with payer deadlines Review complex or high-value denials and provide guidance on appeal strategy and documentation Track and report team performance against productivity, turnaround time (TAT), and appeal success rate metrics Collaborate with internal stakeholders (coding, billing, AR, compliance) to resolve root causes of denials and identify process improvements Maintain up-to-date knowledge of payer-specific appeal guidelines, documentation requirements, and regulations Train and coach team members, conduct audits, and support upskilling and development Act as the point of contact for escalations, client queries, and coordination with external partners where required Ensure compliance with HIPAA and internal data security policies.

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER Call Whatsapp ONLY IF HAVING BANKING PROCESS EXP -AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

We have an excellent opening for voice process with our major International BPO Clients for the location of Bangalore. Job Requirements. Qualification: Any graduate / undergraduate / Diploma Note: P.G. candidates (Professional) are not eligible for Bangalore. Position: Adviser / Executive - Customer Support (Voice Process) Work Location: Bangalore : 0 - 8 yrs of Pick and drop provided. 1. Undergraduate / Any Graduate (Preferably (0-4) years of international calling experience)* 2. Excellent Communication Skills* 3. 24/7 work environment (Night / Rotational Shifts)* 4. 5 days a week* 5. Weekly offs Saturdays and Sundays* 6. Age criteria - (18-40) years* If interested please send your updated resume and feel free to contact us at below mention numbers .we have an easy hiring process. No recruitment fee. Contact person: Mallik- 9686682465 / 7760984460 / 7259027295 / 9900024811

Hiring for the position of Sr. Executive CRM (Corporate Relationship Management) Job Description 1. Responsible for developing the corporate customer base for MDIndia Health Insurance Services. 2. Map the territory and maintain a strong pipeline of potential customers. 3. Establish Contacts with key persons at the corporate and understand the current levels of Health Insurance services and needs. 4. Develop strong relationship with Insurance Companies/Brokers. 5. Promptly attending Emails, Phone calls, Whats App messages of Clients. 6. Maintain proper MIS & Internal reports and present it to the management. 7. Ability to work independently, achieve targets and be absolutely result oriented. Skill Required : Excellent Communication Skills. Familiarity with Excel, Power Point, Word and an ability and interest in learning on the job. Candidates from TPA industry will be considered for the requirement. Interested candidates can share their updated resume to recrutiment1@mdindia.com

Looking for min 1 year of exp in International Voice Process(Customer Support) Location- Pune and Bangalore WFO| 5 Days working Rotational Night shifts Any Graduate CTC- 5.75 LPA+ Variables Both way cabs

Urgent Hiring For "Email Support Executive" Experience - Minimum 1 year of Email Shift- Day shift Immediate joiners preferred Package - 3 LPA - 3.5 LPA HR Krapanshi 9111762733 Required Candidate profile Graduation is mandatory Good communication is required 1 year experience is mandatory in banking or BPO Email drafting experience is compulsory

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role. About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

Job Title: Team Leader - Feedback Location: Gurugram Job Summary: We're seeking an experienced Team Leader to lead our Feedback team, focusing on Net Promoter Score (NPS). You will be responsible for driving customer satisfaction, loyalty, and retention through effective feedback management. Your leadership will ensure timely and actionable insights, enabling data-driven decisions to enhance customer experience. Key Responsibilities: Lead and manage a team of customer feedback specialists Develop and implement strategies to improve NPS scores Analyze customer feedback, identify trends, and recommend actions Collaborate with cross-functional teams to resolve customer issues Drive root cause analysis and implement corrective actions Meet or exceed NPS targets, customer satisfaction, and loyalty goals Foster a customer-centric culture within the team and organization Provide coaching, training, and development opportunities for team members Requirements: 3+ years of experience in customer feedback, NPS, or customer experience Proven leadership and team management skills Handson experience with Advanced Excel Excellent analytical, problem-solving, and communication skills Ability to drive change and improvement Customer-centric mindset and passion for delivering exceptional experiences How to Apply: If you're interested, please share your CV with Rohan.aggarwal@spinny.com or connect with us at +91-8076997061.

Job Title: Customer Support Executive Company: Uber India Location: #10-27-2/4, V Mall, Lifestyle Building, Level 3 & 4, Visakhapatnam Mode: Work from Office Salary: 30,000 per month Joining: Immediate Joiners Preferred Job Description: We are hiring experienced Customer Support Executives for Uber India to join our dynamic team in Visakhapatnam . If you're passionate about customer service and have handled escalations and safety issues, we want to hear from you! Key Responsibilities: Handle customer support queries related to Uber India services Resolve safety concerns and escalate issues when necessary Manage inbound and outbound calls/chats/emails professionally Document interactions and maintain accurate records Work effectively in a team and meet performance metrics Ensure customer satisfaction through problem resolution Requirements: Languages: Proficiency in English, Hindi, and at least one regional language Experience: Minimum 1 year of experience in a BPO/customer support process Skills: Strong communication and interpersonal skills Hands-on experience with MS Excel and Google Sheets Ability to handle safety-related escalations calmly and efficiently Additional Details: Interview Mode: Virtual Work Type: Full-time, from office

Candidate must have Customer Services background and experience with BFSI is a must. Customer query and escalation management skills (Mandate) Strong Communication Skills. Capable of writing processes and complex customer responses. who have some Retail assets or lending knowledge with Banks or NBFCs Understanding of Finance and Account (desired) Good analytical skills (Mandate) Strong interpersonal skills (Mandate) Min. work experience of 3-4 years Min. qualification- Graduate. Location- Hyderabad

Primes hr solution services is looking for manager to join our dynamic team and embark on a rewarding career journey Lead department operations and drive team performance Set objectives and manage cross-functional initiatives Ensure process efficiency and strategic alignment Monitor budgets and handle escalations

Title : Assistant Manager - Operations Location : Mumbai Reports To : Associate Vice President About us: Established in 2016, Equentis Wealth Advisory is a SEBI registered investment advisor dedicated to providing innovative and comprehensive financial solutions. Our commitment to excellence and customer satisfaction has positioned us as a trusted partner in the financial industry. We are currently seeking a dynamic and experienced General Manager to lead our Customer Support team. Equentis has over 400+ employees, three offices in Mumbai, Delhi, Bengaluru and over 40,000+ clients across geographies. Website: https://www.researchandranking.com/ Position Overview: As the Assistant Manager of Customer Support, you will play a crucial role in ensuring the highest level of customer satisfaction by resolving the clients queries within specified times. The ideal candidate will have a strong background in customer service and a deep understanding of the stock market. Broader Role / Direct Responsibilities: Handling the daily operations of the customer support team to ensure prompt and effective resolution of customer inquiries and issues received through emails and phone calls. Develop and implement strategies to enhance customer satisfaction and loyalty Capable of resolving escalated queries Hands on experience of handling SEBI/Exchange related queries/inspection/audit Continuously evaluate and optimize customer support processes to improve efficiency and effectiveness Coordinating with internal teams to ensure timely and accurate responses to client inquiries, requests, and complaints. Collaborate with cross-functional teams to implement improvements and ensure seamless communication MIS Reporting Qualifications & Skills Required : •Bachelors degree in business, Finance, or a related field/Postgraduate (MBA in Finance is preferable) •Minimum of 3-5 years of experience of working with a SEBI registered intermediary such as, Stock Broker, Investment Advisor, Portfolio Manager Service •NISM Certification (Series XA and XB) is preferred •Excellent organizational and time-management skills •Strong analytical and problem-solving skills •Ability to work Individually and in a team environment

So, what’s the role all about? As a Technical Support Engineer , you will be responsible for ensuring the smooth operation, stability, and performance of our cloud-based infrastructure and applications. You will work collaboratively with other engineers to troubleshoot issues, optimize monitors, and provide technical support. This role is critical in maintaining high customer satisfaction and ensuring timely resolution of technical issues. How will you make an impact? You will be the front-line technical contact for customers, handling escalations and resolving issues related to NICE Actimize products and integrated third-party solutions. Your work will directly impact customer satisfaction and operational efficiency. Have you got what it takes? Troubleshooting and resolving customer problems via tickets, emails, or calls. Monitoring cloud environments for performance, security, and availability. Automating routine tasks using scripting to improve support operations. Collaborating with internal teams to resolve complex technical issues. Mentoring new team members and contributing to knowledge sharing. Qualifications 2–5 years of experience in Production/Application Support. Strong experience with Linux/Unix and SQL/MSSQL/Oracle databases. Exposure to web applications , AWS , and shell scripting is a plus. Excellent troubleshooting, problem-solving, and communication skills. Ability to work in a 24/7 support environment, including nights and weekends. Customer support experience, preferably international. Strong team player with a proactive and analytical mindset. Key Responsibilities Act as the first point of contact for technical issues. Document and track incidents in the CRM system. Monitor cloud infrastructure and applications using dashboards and tools. Escalate complex or urgent issues to senior team members or managers. Ensure compliance with KPIs and customer support SLAs. Provide internal technical support and contribute to process improvements. What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr! Enjoy NiCE-FLEX! At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 8011 Reporting into: Tech Manager Role Type: Individual Contributor

Position - Associate - Email Escalations Location - Gurugram Shift - Rotational Shift Qualification - Graduation/Post-Graduation Experience - 1 - 7 Years Preferred Industry - Travel / Aviation / E-commerce Job Responsibilities: Responsible for personally managing the high level of escalations to the CEO, MD, legal, DGCA portals and other management leaders. Responsible for delivering the key customer KPIs & high level of customer satisfaction. Maintain a thorough understanding of products, services, and company policies to provide accurate and consistent responses to customer inquiries. Analyze email response data and performance metrics to identify areas for improvement and implement appropriate measures. Assist in developing and updating email templates, guidelines, and knowledge base articles to ensure accurate and consistent responses. Stay updated on industry trends and best practices in email support and customer service, incorporating them into team processes. People-person who fosters a positive and collaborative work environment. Excellent communication skills (Verbal & Written). Please share your resume on nivedita@acsconsultants.in & Reference are also welcome

**"Join Our International Voice Process Team!"** - Are you passionate about customer service? JobShop is hiring for international voice process roles! Assist customers from various countries, providing solutions and support. Enjoy competitive salaries and great benefits. Apply today! 1. Tech Support English + Hindi (5 days working + 2 way Cab) Work Location : Bengaluru, whitefield Salary upto 30,000 per month Minimum 1 year experience a must Call HR Sobiya- 6362039269 You can also visit our website jobshop.ai to chat with our HR Recruiters 2. International Technical Support (Non Voice) - US Shift (5 days working + 2 way Cab) Work Location : Bengaluru, whitefield Salary upto 26,000 per month Minimum 1 year experience a must Call HR Sobiya- 6362039269 . You can also visit our website jobshop.ai to chat with our HR Recruiters 3. International Customer Support (Non Voice) - US Shift (5 days working + 1 way Cab) Work Location : Bengaluru, Manyata Tech Park Salary upto 26,000 per month Minimum 1 year experience a must Call HR Sobiya- 6362039269 . You can also visit our website jobshop.ai to chat with our HR Recruiters 4. International Customer Support ( Voice) - US Shift (5 days working + 1 way Cab) Work Location : Bengaluru, Bellandur Tech Park Salary upto 32,000 per month Minimum Fresher or 1 year experience a must Call HR Sobiya- 6362039269 . You can also visit our website jobshop.ai to chat with our HR Recruiters Apart from these positions we have 200+ open positions which you can view by visiting our website jobshop.ai Daily Walkin Drives, book your slots today #CallCenter #BPO #CustomerService #Customercare #TechSupport #NonVoice #jobsinbengaluru Role: Non Tech Support - Voice / BlendedIndustry Type: BPM / BPODepartment: Customer Success, Service & OperationsEmployment Type: Full Time, PermanentRole Category: Voice / BlendedEducationUG: Graduation Not Required

About Credit Saison: A Neo-Lending Conglomerate here to enable India's credit growth story, Credit Saison India, emboldened by our Global MNC parent, is here to accelerate India's credit growth story: by building a Technology-Led Neo-Lending Conglomerate. Across our verticals, we offer bespoke solutions to meet the various credit needs of Individuals, SMEs, FinTechs, and NBFCs. Credit Saison India (CS India), having been founded in 2018, operates under the registered name Kisetsu Saison Finance India Private Limited as an MNC subsidiary of its parent company Credit SaisonCo. Ltd in Japan. Across our various business verticals like Wholesale Financing, Co-origination Financing, Consumer Financing, and SME Financing we look towards reaching resilient Assets Under Management (“AUM”) of US1bn in record time. More about us on https://www.creditsaison.in Key Responsibilities: Handle customer complaints via email and calls with empathy and professionalism. Ensure SLA and TAT adherence for timely issue resolution. Maintain high quality standards in customer interactions. Achieve and sustain strong Customer Satisfaction (CSAT) scores. Make outbound calls for escalated cases and ensure resolution. Identify process gaps and suggest improvements. Perform Root Cause Analysis (RCA) on complaints and drive fixes.

Hiring: International Voice Process Customer Support (International BPO) Location: Jaipur / Gurugram (Work from Office) Shift Timings: US Rotational Shifts (24x7) Working Days: 5 Days a Week (2 Rotational Offs) Transport: 2-Way Cab Facility Joiners: Only Immediate Joiners will be considered Eligibility Criteria: Minimum 6months' experience in International Voice - Customer Support Freshers with excellent communication skills can also apply Key Skills Required: Customer Handling and Inbound Call Management Understanding of CSAT, AHT, and BPO Metrics Excellent verbal communication in English Ability to deliver results under pressure Salary: Up to 3-4 LPA Contact for Further Details: Zainab: 9251688430

Role & responsibilities * Handle customer calls * Resolve customer queries effectively. Languages known : (Malayalam,English and hindi ) or (Malayalam,English and Tamil) or (Malayalam and Tamil). Shift: Rotational shifts & Rotational Week-offs. Work days: 6 days a week. Gendor: Male or Female Qualification: Degree required (No backlogs). Joiners: Immediate Joiners preferred. No Contract - Permanent Job. Freshers are always welcome... No work experience required. Eligible candidates please what's up me your cv on 7510646407 Call me directly

Don't miss out on this opportunity! Join us in shaping the future of Job Hai team at Info Edge India Ltd. It's time to be a part of a dynamic team and make a difference in the industry! Join our team! We are currently hiring for the role of Customer Service Executive for Job Hai vertical | Noida Location. If you are interested, attend your interview in Mega Walk-In drive, we will be happy to meet you :) Interview Date - 24th July 2025 (Thursday) Interview Time - 10:00AM - 2:00PM Venue - Express Trade Tower 2, 3rd Floor, Sector 132, Opp. JBM Global School , Noida ( Nearest Metro Botanical Garden) Google Map - https://maps.app.goo.gl/RKjfU3kS8UxT3ugS9 Contact Person - Vrinda Gupta Documents Required - Updated Resume in hard copy About BU - Job Hai Job Hai is new venture by Info Edge. Info Edge is successfully running businesses like Naukri.com, Jeevansathi.com, 99 acres.com etc. Job Hai portal focused on Blue and grey collar hiring. Job Hai is serving jobs for Sales/ Business Development, Marketing, Field Sales, Back Office, Customer Support, Housekeeping, Warehouse etc. Job Hai is in 7 metro cities, Mumbai, Delhi, Noida, Gurgaon, Ghaziabad, Faridabad, Greater Noida. Role Overview: As a Recruiter Onboarding Executive, you will be responsible for reviewing recruiter profiles, validating supporting documents, and conducting verification calls to ensure legitimacy and trustworthiness of recruiters onboarding onto our platform. You will play a critical role in maintaining platform integrity and ensuring only authentic recruiters are allowed to post jobs. Key Responsibilities: Review recruiter profiles submitted through the platform for completeness and accuracy Verify and validate submitted documents (e.g., business proof, ID proofs, email domain) Conduct verification calls to recruiters to cross-check key details such as job role, salary, company background, etc. Identify red flags such as fake profiles, suspicious activity, or inconsistent information Tag and flag recruiters as per SOPs (e.g., blacklist, greylist, red flag, non-repeat verified) Maintain accurate and updated logs of actions taken in CRM or internal tools Collaborate with audit, compliance, and tech teams for escalations or special cases Follow TAT and quality standards set by the onboarding team Key Requirements: Bachelor's degree in any discipline 1- 2 years of experience in customer support, KYC, operations, or verification roles Excellent communication skills (Hindi & English) both written and verbal Ability to handle high volumes while maintaining accuracy Strong attention to detail and process orientation Comfortable with CRM tools and Google Workspace (Sheets, Docs, etc.) Ability to work independently and in a team Preferred: Experience in recruitment tech, BPO/KPO, or background verification processes Familiarity with fraud detection or document verification workflows Salary Offered - 22k in hand + PF + Medicals + Yearly bonus(10% of ctc) Ready to launch your career with Info Edge? Connect with VRINDA GUPTA for more insights Email - vrinda.gupta@naukri.com LinkedIn - https://www.linkedin.com/in/vriiindaa/

As a Support Engineer, you will be responsible for resolving incidents and service requests within the agreed Service Level Agreements (SLAs). You will work closely with internal teams, customers, and vendors to ensure timely issue resolution and effective service delivery. You will follow ITIL best practices, adhere to organizational processes, and participate in proactive initiatives to improve service quality. Key Responsibilities: Incident & Service Request Management: Resolve L1 incidents and service requests within agreed SLAs. Understand priority and severity of issues based on ITIL practices and customer agreements. Analyze repetitive s to identify high-ticket-generating Configuration Items (CIs). Follow runbook troubleshooting steps and contribute to runbook updates for continuous improvement. Ticket Management & Escalation: Escalate unresolved tickets within the organization or to customer peers as per SLA guidelines. Understand the Operational Level Agreement (OLA) between delivery layers (L1, L2, L3) and route tickets accordingly. Ensure timely follow-up on tickets, managing ticket backlogs and ensuring resolutions within agreed timelines. Ensure effective communication with respective teams and customers, based on defined processes. Collaboration & Stakeholder Management: Collaborate with different delivery towers to resolve tickets within SLA. Document and share learnings for self-reference and knowledge sharing. Participate in team and organizational-wide initiatives to improve service delivery. Lead customer and vendor calls, organize meetings with stakeholders, and actively contribute to Root Cause Analysis (RCA) meetings. Software Installation & Configuration: Install and configure software, tools, and patches as required to ensure the smooth running of customer environments. Process Adherence: Follow and adhere to organizational and customer-defined processes. Consult with mentors or senior team members when in doubt or when process clarification is needed. Abide by company policies, business conduct standards, and best practices. Training & Development: Complete all mandatory training requirements on time, as defined by the organization and customer. Provide on-the-job training and mentorship for new team members. Set personal performance goals and actively seek continuous feedback from peers and managers. Performance Management: Regularly update FAST Goals in NorthStar and track progress. Set goals for mentees and provide constructive feedback for their development. Assist new team members in understanding customer environments and expectations. Required Skills and Knowledge: Technical Skills: Understanding of customer infrastructure and the ability to correlate system failures. Ability to use ITIL practices for incident and service request management. Familiarity with common troubleshooting steps and runbook usage. Communication Skills: Strong communication skills to lead customer/vendor calls, meetings, and collaborate effectively with cross-functional teams. Collaboration & Stakeholder Management: Ability to work across multiple teams, driving timely resolutions and sharing knowledge. Problem Solving: Analytical mindset with the ability to resolve incidents and provide solutions within SLA. Customer Focus: Strong focus on meeting customer needs and delivering high-quality service. Desired Qualifications: Basic understanding of ITIL practices and frameworks. Prior experience in L1 or similar technical support roles. Familiarity with ticketing tools and service management platforms. Additional Requirements: Ability to adapt to a fast-paced work environment and meet deadlines. Willingness to participate in continuous learning and skill development. Required Skills Service Desk, Active directory, ITIL

Roles and Responsibilities Handle customer queries via phone calls, emails, or chats with a focus on resolving issues efficiently. Provide excellent customer service by understanding their needs and concerns, and offering solutions accordingly. Manage escalated cases from other teams to ensure timely resolution and maintain high levels of customer satisfaction. Collaborate with internal stakeholders to resolve complex issues that require technical expertise. Meet performance targets for quality metrics such as first call resolution rate, handle time, and abandon rate. Desired Candidate Profile 0-5 years of experience in BPO/Call Centre environment. Excellent communication skills in English language (written & spoken). Ability to work rotational shifts including night shifts (UK shift). Strong problem-solving skills with ability to handle multiple tasks simultaneously. Basic computer knowledge with proficiency in Microsoft Office applications. Greetings From Ignites Human Capital Services Freshers Experienced Freshers 25k Experienced 35k to 50k Two way transport call kavya@7849020010 call hr Ruth@9590520040 call pooja@9886112704