Technical Support Executive

Sparsa Digital

3 - 5 years

4 Lacs

gurugram

Posted:3 hours ago| Platform:

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Skills Required

technical support technical support executive cms process improvement data reporting quality management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:
Task Allocation & Planning
Ensure 100% timely allocation of daily/weekly tasks to the field team
Maintain proper tracking of workload distribution for balanced productivity
Optimize routes and schedules to reduce idle time and travel costs
Data Accuracy & Reporting
Validate and update all field task details (CMS status, Asset Mapping, etc )before assignment
Ensure zero discrepancies in backend data shared with field teams
Generate and circulate daily/weekly/monthly Reports with 100% accuracy
Field Team CoordinationMaintain smooth communication between field team, backend, and clients
Ensure timely resolution of field team escalations and dependencies
Track attendance, task completion, and performance of field staff
Quality & Compliance Monitor adherence to client SOPs, SLAs, and compliance requirements
Implement quality checks to ensure correct documentation and closure oftasks
Maintain 98% compliance in backend updates before client submission
Issue Escalation & ResolutionEnsure escalated issues from the field are acknowledged within 1 hour andresolved within the agreed TAT
Track repeat issues and provide preventive solutions
Document and close all escalations with root-cause analysis
Productivity & Cost Efficiency
Ensure backend planning leads to 90% task completion rate by the fieldteam
Contribute to cost savings by optimizing manpower utilization and travelplanning
Client & Internal CommunicationShare timely updates with clients regarding task progress, delays, andclosures
Ensure proactive follow-up with field teams to avoid client escalations
Maintain high client satisfaction8
Process Improvement & Training
Identify gaps in field and backend coordination and suggest improvements
Train field teams on updated processes, tools, and compliance requirements

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