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Technical Lead - Service Now

Technical Lead - Service Now

Wipro

3 - 8 years

8 - 12 Lacs

Bengaluru

Posted:1 month ago| Platform:

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Skills Required

welding mig mig welding technical support troubleshooting tig welding spot welding projection welding administration work robotic welding gas cutting co2 welding gas welding capp plm arc tig arc welding secretarial skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

? 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 SLA’s 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

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Technical Lead - Service Now