Associate, Operations
Core
Manage and assign customer support cases to engineers, ensuring SLA compliance and callback expectations are met.
Role type
Associate Operations (Customer Support)
Builds
Customer support operations and case resolution workflows
Domain
Business Services / Customer Engagement
Deliverable
dashboards & analysis
Required skills
Case management, SLA monitoring, Prioritization, Multitasking, Communication, Technical inclination, Shift flexibility
Responsibilities
Maintain service level agreement for new cases, Assign Cases out to the appropriate Engineers within the defined SLA, Provide accurate response on Severity issues, expired and misroute cases, Ensure callback expectations are met and not missed for abandoned cases in queue, Work with DM's in other support groups to get customers the right support team when required, Address issues via all available modes of communication like phone lines, email alias and communicator, Take an active role in identifying changes that could improve our level of service for customers