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About the Role
Job Description:- Shift coverage:
Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays First Call Resolution (FCR):
Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact. Troubleshooting:
Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary. Escalation management:
Route unresolved issues to Level 2/3 support teams while maintaining communication with users. Monitoring:
Keep track of system alerts, performance dashboards, and critical services to proactively detect outages. Compliance and Reporting:
Adhere to SLAs, ITIL processes, and generate performance reports for management. User communication:
Update users on ticket status, expected resolution times, and provide clear instructions or workarounds. Skill requirements:
Agents must balance technical troubleshooting with soft skills such as communication and empath...
Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays First Call Resolution (FCR):
Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact. Troubleshooting:
Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary. Escalation management:
Route unresolved issues to Level 2/3 support teams while maintaining communication with users. Monitoring:
Keep track of system alerts, performance dashboards, and critical services to proactively detect outages. Compliance and Reporting:
Adhere to SLAs, ITIL processes, and generate performance reports for management. User communication:
Update users on ticket status, expected resolution times, and provide clear instructions or workarounds. Skill requirements:
Agents must balance technical troubleshooting with soft skills such as communication and empath...
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