Operations Processing Senior Associate

First point of contact: Answer phone calls, emails, and other communication channels to provide customer supportTroubleshooting: Perform basic troubleshooting for software, and network issuesEscalation: Recognize when issues are more complex and escalate them to the next level of supportDocumentation: Log call activity and record events and updates on ticketsCustomer service: Provide accurate information and maintain a high level of customer serviceUser account management: Create accounts, assign permissions, and reset passwordsIncident management: Update customers on the status of their incident or service requestCollaboration: Work with internal L2/L3 teams and client's teams to resolve customer issues.

Requirements – (other Than Regular)

Should have good analytical and decision-making skillsShould have good knowledge of MS Office, Ticketing Process, how and when to escalate the ticket to supervisors and other groupsShould be willing to work in 24 x 7 environment with rotational shifts and roster off's