Posted:1 day ago|
Platform:
Work from Office
Full Time
Sl. No. Key Responsibilities
1. Receiving end user calls / Email / Chat / Web Ticket
2. Provide first level resolution for ticket by following the KOs / SOP’s
3. Ticket creation/Categorization / Prioritization in the customer provided tool
4. Incident resolution and closure of ticket
5. Follow up of pending and on-hold tickets with End-user
6. Transfer ticket to the appropriate resolver group based on the KO’s
7. Ensure Response and Resolution SLA’s are met for the tickets processed
8. Willing to work in rotational shifts
9. Ensure all tickets assigned to an individual is actioned at the end of the day
Cognizant
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