Job Title: Sr. Executive - Customer Operations

Job Location: Gurgaon

Job Role:

Provide support adhering to SLA parameters (including quality, and response/resolution time criteria)
Attend and acknowledge each customer call/mail
Responsible to create and manage Karix build products and services
Collect all the required information as per the checklist
Perform basic level troubleshooting for resolving customer issues
Collaborate in investigating issue during escalations
Assist in resolution of technical/non-technical issues faced by customers.
Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
Ensure 100% adherence to Provisioning processes: a. Time accounting
Ticket management
Review of backlogs owned on a shift basis so as to make them close to zero.
Review of owned incidents that are completed and need to be closed.
Follow-up with customers on the solution provided.
Review customer feedback with a view to improving and enhancing support quality
Replicate, test and resolve incidents that were logged by customers
Ensure proactive communication on the known actions or events

Requirements

BCA, B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech Graduate
4 to 5 years of relevant experience in Customer Operations / Tech Support domain
Should have basic knowledge in mysql, oracle DB in executing the queries, good written and verbal communication skills, willing to work in 24/7 environment in shift, positive attitude.

Customer Operations Specialist