Process Associate

Overview

work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.· Well versed with Contact Center KPIs· Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).

Responsibilities

Experience in Case / ticket management with compliance with SLA and accuracy· Soft skills like communication, flexibility, patience, and problem solving· Understanding on the Order to Activate (02A) process for telecom service providers· Good communication skill in managing the customer's escalation and analytical skill on root cause analysis of the issue

Requirements

-2 year experience in Tech Support process.· Experience in troubleshooting - Software installation, PC security, User account /email management, Operating System issues, Networking and Connectivity issues

Main Position