1 - 4 years

1 - 4 Lacs

Posted:23 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

  • Troubleshoot all Level 1/2/3 customer calls, focusing on effective issue resolution.
  • Prioritize customer satisfaction and manage case backlog efficiently.
  • Document all customer interactions in the CRM system.
  • Escalate complex issues to Sr. TAC/TL as needed for resolution.
  • Regularly update technical and product knowledge.
  • Contribute to the knowledge base by creating KCS articles for valid solutions.
  • Adhere to SLAs and client quality requirements.
  • Update SRs and DBR module daily; review SRs at shift start.
  • Follow up on Observation Sheet SRs weekly.
  • Participate in team meetings, SSQA sessions, and product training.
  • Take full ownership of SR handling and avoid issue deflection.
  • Maintain and support lab operations as a node member.

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