Customer Operations Specialist

Job Title: Sr. Executive - Customer Operations

Job Location: Gurgaon

Job Role:

• Provide support adhering to SLA parameters (including quality, and response/resolution time criteria)
• Attend and acknowledge each customer call/mail
• Responsible to create and manage Karix build products and services
• Collect all the required information as per the checklist
• Perform basic level troubleshooting for resolving customer issues
• Collaborate in investigating issue during escalations
• Assist in resolution of technical/non-technical issues faced by customers.
• Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
• Ensure 100% adherence to Provisioning processes: a. Time accounting
• Ticket management
• Review of backlogs owned on a shift basis so as to make them close to zero.
• Review of owned incidents that are completed and need to be closed.
• Follow-up with customers on the solution provided.
• Review customer feedback with a view to improving and enhancing support quality
• Replicate, test and resolve incidents that were logged by customers
• Ensure proactive communication on the known actions or events

Requirements

• BCA, B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech Graduate
• 4 to 5 years of relevant experience in Customer Operations / Tech Support domain
• Should have basic knowledge in mysql, oracle DB in executing the queries, good written and verbal communication skills, willing to work in 24/7 environment in shift, positive attitude.