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 chance 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
📌 Network Engineer/network Security Chennai (India)
🏢 Movate Technologies
📍 India
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