Role OverviewThe Administrator (Support & Operations) will independently resolve tickets, provide on-call support, and perform root cause analysis to ensure positive customer feedback.
What You Will Do
Key responsibilities include adhering to quality standards, providing support for on-call escalations, working on value-adding activities, and resolving tickets within agreed SLA.
Why It Might Be a Fit
The ideal candidate will have strong skills and experience in resolving tickets, providing on-call support, and performing root cause analysis.
Requirements
- Adhere to quality standards, regulatory requirements, and company policies
- Provide support for on-call escalations and perform root cause analysis
- Work on value-adding activities such as Knowledge base update & management, Training freshers, coaching analysts
- Independently resolve tickets within agreed SLA of ticket volume and time
- Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Benefits
- Medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
- Employee assistance program
- 401(k) retirement plan
- 10 days of paid time off per year
- 10 paid holidays per year
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