• Ticket Resolution Time:
Average time to resolve a customer issue ¬– Creation time Vs Closure Time (95% of Tickets resolved within the SLA (Service Level Agreement)
• Ticket Escalation Rate: Number of Issues resolved without any further support – % of issues closure by his own.
• CSAT: Customer Satisfaction Score – CSAT Should be at least 4 out of 5, means a Positive Customer Experience
• Knowledge Base Contribution: The high contribution rate indicates a commitment to enhancing self-service resources for users.
• Able to step up for additional requirement or Stretched tasks – More than 1 assignment (as per Organisation need)
• Technical skills improvement: Complete 2 technical sessions per quarter or as agreed.
📌 Associate Lead Consultant (Mumbai)
🏢 Cloud Engineering
📍 Mumbai
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