Key Deliverables:
- Provide technical support to internal/external customers, ensuring adherence to SLA parameters.
- Troubleshoot, analyze, and resolve customer issues through calls, emails, and ticketing tools.
- Collaborate with backend teams to resolve technical concerns and communicate resolutions effectively.
- Track and report on ticket management, customer engagement, and progress updates to stakeholders.
Role Responsibilities:
- Facilitate technical support calls and ensure timely resolution of issues raised by customers.
- Use analytical skills to troubleshoot and test service flows, identifying root causes and solutions.
- Document customer queries and concerns, ensuring all communication is logged properly.
- Work cross-functionally with teams to ensure seamless issue resolution and compliance with SOPs.