Mega Walkin For Customer Services (International Voice) - Triage role

Role Overview

The Support Desk Triage Specialist plays a pivotal role in ensuring efficient and effective management of incoming support cases. This position is responsible for prioritizing and allocating cases, monitoring progress, and maintaining compliance with established service level agreements (SLAs). The primary objective is to expedite ticket resolution, maintain high customer satisfaction, and ensure adherence to internal ticket management protocols.

Key Responsibilities

• Review and ensure daily adherence to the case management highlight report, proactively identifying areas requiring attention.
• Allocate unassigned support cases based on priority and submission date, with special attention given to escalated and high-risk cases.
• Manage red triangle case assignments, ensuring these critical cases are addressed promptly and in accordance with established procedures.
• Follow up with customers every 24 hours to expedite ticket progress and closure, maintaining communication in line with SLA requirements.
• Chase development team responses on pending tickets to facilitate timely resolution and avoid SLA breaches.
• Own and progress support and development complaints, ensuring all actions remain within SLA and are appropriately documented.
• Escalate P1 (Priority 1) tickets immediately upon logging, ensuring rapid response and ongoing SLA compliance.
• Maintain ongoing compliance with ticket housekeeping rules, including timely updates, status changes, and accurate record-keeping.
• Monitor telephone queues and assist with call assignments as needed, particularly when SLAs are at risk due to increased call volume or delayed responses.

Required Skills and Qualifications

• Proven experience in a support desk, helpdesk, or IT service management environment.
• Strong organizational and prioritization skills, with the ability to manage multiple cases simultaneously.
• Excellent written and verbal communication skills for effective customer and team interactions.
• Demonstrated ability to work under pressure and meet tight deadlines.
• Familiarity with case management systems and SLA protocols.
• Attention to detail and commitment to maintaining accurate records.
• Problem-solving mindset, with a proactive approach to resolving issues and escalating when necessary.

Performance Metrics

• Adherence to daily highlight report and case management protocols.
• Percentage of cases allocated and resolved within SLA timelines.
• Frequency and quality of customer follow-ups and communications.
• Timeliness in escalating priority tickets and managing critical case assignments.
• Compliance with ticket housekeeping and documentation standards.
• Effectiveness in monitoring and assisting with telephone queue assignments to prevent SLA breaches.

Required Skills:

• Excellent Verbal and written communication skills.
• 1 - 5 Years of experience in international voice
• Candidates should be willing to work in UK Shift (2 PM to 11 PM) with Any Graduation.
• One Way - Drop facility will be provided for female employees