Jobs

Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Guru AI insights for smarter career decisions

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home

Jobs

Companies

Resume

Home
>
Jobs in Tirupati
>
Devrabbit It Solutions
>
Technical Support L1&L2

Technical Support L1&L2

Devrabbit It Solutions

3 - 8 years

4 - 8 Lacs

Tirupati, Hyderabad

Posted:1 week ago| Platform:

Apply

Skills Required

Customer Support Voice Process L1 and L2 Customer voice Support Voice Support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities Identifying suitable tasks and processes for automation, such as for routine tasks. Ticketing tool data is analyzed to identify the best use cases for automation, calculate the benefits, measure the performance upon implementation and improve. Intelligent ticket routing: Automates routing of tickets to the respective tier based on predefined criteria like issue description, user category, severity, etc. Similarly, tickets are escalated automatically if they meet criteria like prolonged resolution time to assign to higher support tiers. Self-help portals, chatbots and virtual assistance: Implementing self-service portals, KB documents and FAQs for users to find solutions to common issues. This will act as ticket deflection, reducing the number of tickets created and giving support personnel more time to work on genuine issues that need attention. Efficient monitoring system/event management: Monitoring tools are configured with automation triggers to gather more details of an incident, like health checks, and document them in the ticket. This reduces the time technicians need to gather the details and results in faster resolution. Metrics & KPIs/CSI: This includes defining and tracking KPI related to SOP/automation effectiveness, using performance data to identify more SOPs/automation opportunities, refining existing SOPs/workflows and optimizing resource allocation across support tiers. Training and support for all tiers: Skills development is central as more mundane tasks get documented into SOPs or automated into workflows. IT support teams need additional training programs to enhance their proficiency in handling more complex tasks and using automation tools to their full potential.

Mock Interview

Practice Video Interview with JobPe AI

Start Customer Support Interview Now

Devrabbit It Solutions

www.devrabbititsolutions.com

Information Technology

Metropolis

50-100 Employees

3 Jobs

Key People

Alice Smith

CEO
Bob Johnson

CTO
Charlie Brown

CFO

Login to

Please Verify Your Phone or Email

Confirm Action

Search

Profile

Bookmarks

Technical Support L1&L2

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

More Jobs at Devrabbit It Solutions

Mock Interview

RecommendedJobs for You

Technical Support L1&L2

Tech Mahindra | International Voice & Chat | Salary upto 5 LPA

Customer Service Executive TP2

Customer Service Executive TP1

SBI Process - Only Graduate/Post Graduate -Gurgaon

customer service - Fresher and Experience|| UG || Noida/Gurgaon

Bulk Hiring For BPO In Noida Location

Bulk Hiring In BPO/Chat process @Gurugram

Hiring For International Voice Process || Salary Upto 5.5 LPA ||

Customer Service Executive

Login to

Please Verify Your Phone or Email

Confirm Action

Contact Us

Contact Us

Search

Profile

Bookmarks

Personal Settings

Technical Support L1&L2

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

More Jobs at Devrabbit It Solutions