Must-Have
Solid analytical, communication, and presentation skills; accurate written documentation
Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions
Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity
Time management; multi-tasking; work with minimum supervision and quick learning skills
Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS)
Problem-solving and troubleshooting abilities
Time management
Teamwork and collaboration
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Excellent written verbal and presentation skills.
Grooming team members to influence upskilling and productivity.
Valuable-to-Have
Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues
Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions)
Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs