We’re looking for a Senior Technical Associate for ensuring quality service is provided with every interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote skilled and personal development through performance evaluations, training and career pathing plans.
As Senior Technical Associate, You Will…
Identify product issues and improvement opportunities
Analyze data to understand emerging trends to either suggest improvements (or) escalate this to the product team
Coordinate end to end incidents by identifying and reporting to appropriate teams to reduce the impact of business and operations
Serve as a point of contact for Partner escalations
Conduct incident review and follow up on action items
Identify and triage issue discovery and prioritization for large scale issues
Use critical thinking to develop solutions to improve business performance and partner success
Identify product and tool issues, bugs and other improvement opportunities
Reproduce Issues and capture logs as needed
Help Tier 1 and Tier 2 with any tool issues and to help address escalations
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
Provide information and place appropriate notes in the system indicating what action was taken or needs to be taken for issues and incidents reported
Ensure policies and procedures are followed on all tickets
Handle VPN/Proxy Issues, Geo Filtering and speed bump issues
Assess scope and impact of product level outages by assigning severity to our product outages and involving other teams as needed
Maintain thorough knowledge of systems so that the information can be researched and proper information is given
Learn and retain a thorough working knowledge of all existing and new process and procedures
Attend team meetings/additional training sessions as schedule
📌 Senior Technical Associate (Hyderabad)
🏢 In Touch
📍 Hyderabad
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