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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | General / Operations Management |
| EmploymentType | Full-time |
1) Monitoring, mentoring and reviewing agent performance 2) Identify areas of improvement related to process/ people and provide recommendations to the team on standardization of process. 3) Floor management including Real time monitoring of Call queue, Email queue and availability on Chat support Handling T ier 2 escalations 4) Provide training and mentor Technical Support Engineers an d act a technical prime. 5) Manage 2nd level escalation and ensure adequate e valuation before proceeding to next level, perform trend analysis and reporting as required. 1) SLA adherence in updating customers on emails / calls. 2) First Time resolution > 90% 3) Live Chats ASA 90%. 2nd Level of Escalation In charge of the NOC floor during any shift ona 24*7 pattern Good level of Transmission and IP knowledge, including troubles hooting. > On Call Support Experience in handling International clients BE, CCNA, ITIL/ Wan LAN
Keyskills :
training analysis loormanagement supportengineers technicalsupport professionalliability trendanalysis