To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on call escalations and perform root cause analysis of given issues.
• 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

• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Opportunities to participate in CSR programs and live life with a pu...