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Job Location | Gurugram |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | IT - Software |
Functional Area | General / Other Software |
EmploymentType | Full-time |
* Your title Your subtitle -->Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.About this roleFront line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and living the 3 BT values) such that customers that they contact/contact them are left delighted with the experience. Providing in-depth technical support to customers through solution monitoring, localisation and remote repair. Undertake Incident, Problem, Event and SACM activities as part of the multi skilled role.Youll have the following responsibilitiesProviding in-depth technical support to customers through monitoring, localisation and remote repair Technical understanding of solution level offerings, with ability to continually develop knowledge with new offeringsTechnically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left delighted with the experienceCooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)Contributing knowledge and experience to help improve processes and systems through continuous improvementProactive and effective jeopardy management, including accurate adherence to the escalation processIdentification of underlying problems and driving through problem management to resolution (PM)Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactivelyParticipating in technical training, knowledge sharing and creating Knowledge management articlesAttends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.Proactively raise improvement opportunities, and own small, incremental bugs to completion.Understands and support the cycle of team customer-outcome deliveries as part of the Agile improvement process.Focused to work in accordance to contractual SLA and BT Service Assurance KPI s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPSEffectively managing the Incidents Lifecycle s - esp. P1/P2 & Aged Incidents*Queue Management( Proactive /Reactive triage management)This acts as First point of contact for the customers and has exhaustive stakeholder management , which keep us exposed day in and out close to customer and services team Delegating duties/Tasks with in team members.Weekly review of Quality Parameters and key KPIs (WFM Adherence/PCA30/RFT). Functional mailbox management.Calls Handling (P1/CIM/Critical Stakeholder calls)Quality of Incidents and Emails should be good along with incident closures with appropriate RFOsEnsure all DR s are following the Published Processes when working on ITIL functions and make regular checks to enforce this.Youll have the following skills & experienceQualifications:ITIL Foundation highly desirable
Keyskills :
safetyservice levelproblem solvingfmeacommissioningcustomer serviceevent managementservice assurancetechnical supportknowledge sharingmechanicalreliabilitycustomer care