Associate, Operations

Job Title:

Job Description

• 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
• Work hand in hand with the Team Managers in identifying engineers who can work on providing accurate solution to customer issue and escalated 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.
• Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations
• Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the callbacks. Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customer’s issue.
• Take an active role in identifying changes that could improve our level of service for customers
• Engage managers during high customer impact situations

• Open to work in Shifts
• Good Communication Skills
• Ability to manage Critical Situations
• Ability to manage high workload situations
• Good Interpersonal Skills
• Should have Technical Inclination
• Should be able to Prioritize tasks real time
• Should be able to Multitask
• 3+ Years experience in any industry with required above skillsets.

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