03 Aug
|
Tecnoprism
|
Uttar Pradesh
03 Aug
Tecnoprism
Uttar Pradesh
Role & responsibilities :
- Ensure high login efficiency and availability to support customer needs
- Handle and resolve tickets within defined SLAs for volume and turnaround time
- Manage inbound calls, which constitute approximately 90% of daily tasks
- Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
- Respond to user queries via phone, email, instant messaging, and ticketing systems
- Assign incidents/work orders to relevant support teams and follow through to closure
- Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
- Deliver Level 1 remote desktop support and execute tasks as per SOPs
- Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
- Update work logs accurately and adhere to escalation protocols and process guidelines
📌 Service Desk Engineer (Uttar Pradesh)
🏢 Tecnoprism
📍 Uttar Pradesh