870 Ticketing Tools Jobs - Page 27

Hi, We are hiring for the ITES Company for the Webcrawler Role. Overview A web crawler, spider, or search engine bot downloads and indexes content from all over the Internet. The goal of such a bot is to learn what (almost) every webpage on the web is about, so that the information can be retrieved when it's needed. Search engines use these bots to find relevant pages to display in search results. The bots are called "web crawlers" because crawling is the technical term for automatically accessing a website and obtaining data via a software program. Key Skills: a) Good to have the course completion/certification in any of the web development languages b) Minimum of 2 years of experience in working in website technologies c) Any Graduate To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a) To Apply for above Job Role ( Chennai ) Type : Job Code # 74 Job Description Minimum of 2 years of experience in working in website technologies Website research to identify the newsworthy information Identify the URLs and setup the robot via client tool based on the guidelines Identify the coding/design of the website and then need to utilize on robot setup. Previous experience in Website Research, website technologies Writing small scripting to overcome the website issues in client tool while setting up the robot. Knowledge of using browser tools to work and understand the website design and html tags. Able to identify the html tags of the website content and need to utilize it while setting up robot. Communicate to the customer and understand the requirement of the customer before setting up the robot and answering any queries raised by the customer Ability to handle the ticketing system of the process. Good Planning and Decision making skills Ability to learn things and technologies quickly and adopt to it Ability to prioritize task Ability to meet deadlines Ability to work under pressure Time Management Competencies/Skills: • Good communication skills- Both verbal and written • Excellent comprehension and problem-solving skills. • Flexible to work in shifts as required by the business. • Team player and work in different teams. • Good skills in internet browsing and website technologies. • Good skills in MS Office. • Good to have the course completion/certification in any of the web development languages

IT Service Desk 1+ yr exp in international semi-voice tech support Windows & MS tools troubleshooting must location- Hyderabad Shifts- US 24/7 CTC up to 6 LPA + incentives Grad only, immediate joiners Email: amanghrs40@gmail.com Call: +91-8306474104

Job Title: IT Senior Support Specialist/Assistant manager Locaon: Bengaluru, KA 560043 Full-me role Job Descripon: ¢ Provide rst-level technical support to end-users, responding to inquiries and resolving hardware and so¢ware issues ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ Install, congure, and maintain computer hardware, so¢ware, and peripherals Cloud server: Adding new accounts, removing old accounts, moving data and managing the data Troubleshoot and resolve IT-related problems, both remotely and on-site Perform system upgrades, installa¢ons, and congura¢ons Monitor and maintain the health of computer systems, networks, and servers Document and maintain accurate records of IT support ac¢vi¢es and resolu¢ons Develop innova¢ve network troubleshoo¢ng methods that reduce down¢me and lower repair costs Work closely with departmental managers to determine the maintenance and growth needs of the network ¢ ¢ Develop and execute disaster planning and maintain data backups Determine the ra¢onale and methods for upgrading company network so¢ware programs each ¢me an update is released ¢ ¢ Track and maintain hardware and so¢ware inventory/asset management (alert team before the service/warranty due to expire) Maintain essen¢al IT infrastructure, including opera¢ng systems, security tools, applica¢ons, servers, email systems, laptops, desktops, so¢ware, and other hardware ¢ ¢ ¢ ¢ ¢ Oversee Internet services management, including ILL, BB, ISP, and VOIP An¢virus and DLP Services: Manage an¢virus solu¢ons and Data Loss Preven¢on (DLP) services. Alert management and stakeholders on IT policy breach/viola¢on Make sure Ticket SLAs are met and maintained to industry standards Contribute to crea¢ng SOPs and assist in Audits Requirements: ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ ¢ Proven experience as an IT Senior Support Specialist or similar role Minimum 5+ years of experience Strong working knowledge of computer systems, hardware, security, so¢ware, and networks Familiarity with various opera¢ng systems (Windows and macOS) Excellent troubleshoo¢ng and problem-solving skills Customer-focused with outstanding communica¢on and interpersonal abili¢es Ability to work independently and collabora¢vely in a team environment Strong knowledge of IT security principles and prac¢ces Strong analy¢cal, diagnos¢c, and problem-solving skills ¢ ¢ ¢ ¢ ¢ Good communica¢on ability, both wri¢en and verbal Strong knowledge of Microso¢ technologies, including Ac¢ve Directory, DNS, DHCP, and Windows OS Prociency in network administra¢on, including rewall management and VPN congura¢ons Familiarity with cybersecurity controls and compliance standards (SOX, ISO 27001, ISO 22301) Willing to Work onsite and to be exible in shi¢s Educa¢onal qualica¢on: ¢ ¢ High school diploma. Bachelors degree in Informa¢on Technology, Computer Science, or a related eld is preferred Preferred qualica¢on: ¢ ¢ ¢ Professional cer¢ca¢on (e.g., CCNS, CISSP, MCSE, A+) AWS cloud (VPC, Ac¢ve directory, Instance etc.) experience with cer¢ca¢on Experience working with Firewall and VPN (preferably Sophos) Interested candidates can walk-in for the interview between 10:00 -5:00 PM contact person : 8904433239

Role: Technical Support Minimum 2yrs exp into handling chat Technical issues Must have Microsoft experience with Troubleshooting Excellent communication Immediate joiners preferable Rotational shift Location: Chennai Thanks Pavithra@jobseeks4u.com

Provide timely and effective technical support via phone, email, or remote access tools. Diagnose and resolve hardware, software, and network-related issues. Document support tickets and resolutions accurately in the helpdesk system

Location: 1) Hyderabad Uppal 2) Warangal 3) Hyderabad Hafeezpet 4) Chennai Job Description: Job Title: Smart Hands Engineer Key Responsibilities: Handle incident and service requests, including ticket creation, updates, and closure. Provide walk-in support, system imaging, hardware troubleshooting, and device redeployment. Support new joiner onboarding, Wi-Fi, video conferencing setups, and executive-level support. Manage IT asset donations, disposals, secure data wipe (kill-disk), and IMAC activities (Install-Move-Add-Change). Participate in IT transitions, internal audits, project work, and VC setups. Required Skills & Qualifications: Diploma in Electronics & Communication/Computer Engineering or a Bachelor's degree. L2: 2 to 4 years of hands-on experience in IT support roles. Sound understanding of networking concepts, IT hardware, and AV/VC infrastructure. ITIL knowledge or certification is preferred.

Required skills: 2.5 years of experience in Application Support or IT Support Strong experience using ServiceNow (ticketing, incident management, reporting) Excellent problem-solving and analytical skills Strong verbal and written communication skills Familiarity with ITIL processes Ability to prioritize and manage multiple tasks Basic understanding of databases, SQL, or scripting is a plus Experience with any monitoring tools (e.g., Splunk, Dynatrace) is an added advantage

Dear Professional, We are excited to present a unique opportunity at Cognizant, a leading IT firm renowned for fostering growth and innovation. We are seeking talented professionals with 0 to 2 years of experience in Spoken English Communication,Basic Computer Knowledge,Customer Interaction,Incident Management, Service Desk Operations, Ticketing System Knowledge to join our dynamic team. Your expertise in these areas is highly sought after, and we believe your contributions will be instrumental in driving our projects to new heights. We offer a collaborative environment where your skills will be valued and nurtured. Job Description: Must have skills: • Spoken English • Basics of Computer functions • Customer interaction. • Basics of Excel. • Knowledge of Ticketing system. Daily Job responsibilities: Typical responsibilities Business/Customer • Perform activities mentioned in KRA/Position summary based on defined guidelines in SOPs/Runbooks with business impact understanding • Adherence to customer security and compliance requirements • Adherence to customer communication etiquettes • Ensure stated productivity requirements for the engagement Project/Process • Contribution to continuous service improvement plans (CSI) Team/People • Contribute to and participate proactively in knowledge sharing sessions • Act as a buddy for new hires Organization • Adherence to Organizational policies and processes (including Cognizants security policies, LP, timelines etc.). Degree of Independence/Supervision required. • Performs routine and standard tasks independently • Take decisions as per laid down procedures / process on Technical Solutions & escalations related to own area of work • Seeks approval for process deviations, for routine and low priority incidents • Seeks approval for process deviations, for new & Unique /Urgent High Priority Issues related to technical aspects To proceed to the next step of the recruitment process, please provide us with the following details with Updated resume to sathish.kumarmr@cognizant.com Please share below details (Mandatory) : Full Name(As per Pan card): Contact number:Email Current Location: Interested Locations: Total Years of experience: Relevant years of experience: Current company: Notice period: NP negotiable: if yes how many days they can negotiate? : If you are Serving any Notice period Means please mention Last date of Working: Current CTC- Expected CTC- Availability for interview on Weekdays ? Highest Qualification? Thanks & Regards, Sathish Kumar M R HR-Cognizant Sathish.KumarMR@cognizant.com

Exp - Min 1 Yr in Technical Support ( Service Desk) International voice exp is mandatory Qualification – Graduate CTC – Up to 4 LPA Location - Pune Notice - Immediate joiners Shift – us shifts 5 days working Contact - 9216673933 (Bhagyashree) Perks and benefits Night shift allowances Incentives 2 way Cab

Greetings from Infosys BPM Ltd., We are hiring for Service Desk - International Voice Process in Pune, please walk-in for the interview on 4th June 2025 at Kolkata. Note: Please carry a copy of this email to the venue. Work Location for this job role is in Pune. Interview Time: 10 AM to 1 PM Interview Date: 4th June 2025 Interview Venue: Infosys Limited Plot No IIIG/2,P. S-New Town, Kolkata -700135 (Hatisala) Education Qualification: Full-time graduation / Post graduation Shifts: 24*7 rotational shifts Please find below Job Description for your reference: Infosys BPM Ltd. is hiring for (Service Desk- Voice, Pune) Role: Service Desk - International Voice Shift: 24/7 Location: Pune (Work from office) Experience: 1 - 2 Years Job Description Excellent communication skills to attend/resolve client issues on calls/chat/mail. Experience in using ticketing tools such as Service now, Remedy, control M will be added advantage Experience of resolving queries utilizing voice skill on any of VPN, Drivers, O365, driver installations, Active directory General support knowledge of Operating systems across various platforms and basic concepts of networking, cloud computing Productivity applications like Microsoft office tools. Open to work in 24*7 and work from office environment Analytical problem solvers who will understand issues and to resolve customer issues Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently Being proactive and show the utmost respect for customers time Good time management, ensuring all contacts with customers add value Work from Office Must adhere and non-negotiables : Excellent in communication Comfortable working in US shift 24*7, flexible shifts 100% WFO, no hybrid Preferred Qualifications : Any Graduate Documents to Carry: Carry a print out your updated resume. Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport). All original education documents needs to be available for verification.(10th, 12th, Graduation(Sem Wise Marksheet, CMM. Provisional and Original Degree) Pointers to note: Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions. Original Government ID card is must for Security Clearance Regards, Infosys BPM Talent Acquisition | INFY HR

Role- Quality Analyst - Service Desk Experience-Min 2 Years in international BPO (Service Desk) | Technical Support | QC Tools | RCA Min. 1 Year as Quality Analyst on papers Shift- Night shift Location- Bangalore CTC- Up 6 LPA Notice- 0-30 Days WFO

Technical Support International Semi-Voice Min 1Yr Exp Into Technical Support International Voice Must Have -Troublshooting Exp On Windows OS, Dual chat Up to 4LPA WFO US Shift 5 Days Working Virtual Interview Hyderabad Share cv - 9257669383(Harsha) Perks and benefits Incentives Allowances Both way cab's

Min 1 Yr International Semi Voice Exp into Technical support Loc- Hyderabad Skills - Windows OS / Microsoft Products / Gaming Support 5 Days Working | WFO CTC Up to 6 LPA | 45K In Hand + Perks 24x7 US Shifts HR Mayur - 7357769199

Technical Support (International) Min 1 yr exp into Technical Support (International Voice) CTC - Up to 4 LPA + Variables Any Graduate 24*7 Shifts (US) 5 days working, WFO Both way cab Location - E.City, BLR Number - 7023955677 (HR Kajal)

Technical Support/Service Desk Specialist WHO- 5 Days working Location: Bangalore/Pune CTC: Up to 6 LPA Min. 1 years of experience in International Technical Support (Voice) Any Graduate (Mandatory) Notice- Immediate Contact -9119205824 (HR Sarthak)

Hiring: Technical Support Specialist Location: Hinjewadi, Pune WFO 5 Days Working | 2 Rotational Offs Cab: Both way Min. 1 years in International Tech Support (Voice) Notice- Immediate Contact HR Riyanshi (9521017693)

EXP:- 1+ Budget-21k CTC Should Have Knowledge SLA, Ticketing Tool , SCCM, DLP Good Communication Skills

Technical support (International) Min 1 yr exp into Technical Support (International) CTC - Up to 4 LPA + Variables Any Graduate (Mandate) 24*7 Shifts (US) 5 days working, WFO Both way cab Location - Hinjewadi, Pune Number - 7023955677 (HR Kajal)

Maintain and manage the complete lifecycle of IT assets (hardware and software). Monitor asset inventory using IT Asset Management tools and databases. Ensure data accuracy by regularly auditing and reconciling asset records.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 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 SLAs 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 Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: JAX-RS - Java API- RESTful Web Services. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 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 SLAs 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 Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Data Analysis. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 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 SLAs 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 Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Talend Big Data. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 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 SLAs 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 Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: SAP IBP for Demand. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 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 SLAs 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 Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: AI for Product Software Engineering. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. 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 SLAs 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 Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Salesforce Platform Development. Experience: 5-8 Years.