- Handles first level calls/cases from Enterprise customers.
- Case ownership, documentation and management
- Customer Management, Setting right expectation, Situation handling.
- Driving case progression as per the SLA
- Utilizing tools and systems, Working with relevant groups in the client organization (SE, Support Manager, L3) for case progression and updates
- Backlog Management and meet the expectation set with customers.
- Work on pending cases(backlogs) and drive towards closure
- Periodic follow up as per SLA defined by the client.
- Process, Queue Adherence and SLA awareness
- Adhere to the process guidelines specified for the defined setting (SIP, ISO etc.)
- Knowledge Base Article Creation when there is an opportunity for it.
- To contribute knowledge base and the knowledge sharing forum
- Improving customer experience and Building relationship
- Completing PCNSE certification within 120 days of go-live

Skills: Documentation, Troubleshooting, Customer Handling, Case Management

Experience: 1.00-6.00 Years

📌 Network Engineer/Network security (Chennai)
🏢 Movate Technologies
📍 Chennai