JD for Tire 1 ( Global Operation Center)
What You’ll Be Doing
A Tier 1 Analyst typically responding to and resolving initial support requests, troubleshooting basic issues, and escalating more complex problems as necessary. Providing front-line support to users via phone, email, or chat, ensuring a positive customer experience. Keeping an eye on system performance and alerts, identifying and addressing issues before they escalate. Maintaining accurate records of incidents/Service Request, resolutions, and changes in the support ticketing system. Performing basic diagnostics on hardware and software issues, including installation and configuration assistance. Working closely with internal (Tier 2 Tier 3 teams) to relay information and assist with escalated issues.
• First call resolution,
• Abandon call rate,
• Customer Satisfaction surveys Key Relationships

Skills:
• Excellent problem solving skills with demonstrated success in root cause analysis.
• Mandate communication both written and oral with excellent attention to clarity and delivery of information to a wide audience.




• Ability to work effectively across all functional groups, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, team interaction, planning and organizing, attention to detail, stress tolerance
• Solid analytical, troubleshooting and documentation skills.
• Excellent Interpersonal Skills, Self-motivated & ability to work on own or with teams
• Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements

Technical Expertise:
• In-depth knowledge of IP telephony systems such as Avaya, Cisco, ShoreTel, Mitel, NEC..et

📌 Associate- Service Delivery • Service Delivery (Bengaluru)
🏢 Black Box
📍 Bengaluru