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 t...