A Triage Analyst acts as the first line of defense for ensuring the health of an ad ecosystem. Their primary goal is to identify, categorize, and prioritize publisher raised tickets based on the severity and route them to the correct teams within stipulated timelines
Key Responsibilities
Identify the ticket nature and categorise based on the given workflows
Make sure tickets are assigned to the right team considering the bandwidth & technical expertise
To be on top of hang out groups and provide quick responses to various teams across globe regarding their queries on workflows, routings and assignments
Quick understanding of the workflows and implementation of the same in day-to-day activities
Investigate and follow-up appropriately, or make judgments and escalate when necessary
Maintain clear tracking of publisher raised tickets and escalate complexities to the managers
Skill Requirements
Good written and verbal communication skills. You can explain "how-to" steps without using confusing jargon.
Familiarity with basic HTML/CSS/Spreadsheets
Excellent written and speaking skills
A genuine desire to help others and the ability to remain calm and positive under pressure.
Comfortable learning recent software quickly
Should be flexible to work 24*7 ( in any shift based on the business requirements )
Bachelor’s degree in Engineering or any other stream is a must.
Other Requirements
0-6 months previous experience in customer support