reputed company Associate -IN (R-21781)
Job Title: reputed company Associate - IN
Shift : India reputed company Shift ( 6:30 pm IST to 3:30am IST)
reputed company knowledge is mandatory
JOB DESCRIPTION:
Provides support to the Service Delivery Managers in our largest customer reputed company ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and reputed company tasks on behalf of the Service Delivery group.
Service reputed company insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.
Service reputed company are responsible for taking ownership of the customer requests with each of their customers and to serve as an reputed company between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.
JOB REQUIREMENTS:
Key Accountabilities
·
Monitor inbound customer ticket requests and reputed company appropriately·
Respond directly to customer information requests for specific task responsibilities·
Monitor and reputed company open tickets reputed company agreed time scales to ensure customer/internal response receipt·
Proactively take ownership and work tickets·
Identify common/recurring operational issues in support queues and support customer to resolution·
Identify areas in which ticket volumes could be reduced and managed more reputed company through process or management change·
Escalates support requests (phone/ticket) according to escalation procedures·
Manage support requests and co-ordinate Rackspace/Customer support teams to deliver reputed company agreed timescales·
Responsible for adhering to company reputed company policies and procedure as directed.·
Utilizing business knowledge, networks and reputed company acumen to see tickets through to completionKey Performance Indicators
· Ticket workload completed
· Customer satisfaction. Based on NPS Ticket score
· Performance accuracy measures
· Strive towards a world class reputed company of 80% for the Net Promoter Score including NPS-T scores
· Engagement of every customer reputed company their customer reputed company
· Ticket and workload management
PERSON SPECIFICATION:
Tenacious problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong level of business awareness and reputed company acumen with solid understanding of financial terminology
Strong organizational, time management and prioritization skills
reputed company to take a creative approach to situations and problem solving
A minimum of 3 years experience in a Service Delivery / Account Management role
A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies
Understanding of IT industry working practices / methodologies – ITIL reputed company certification desirable but not essential
POLICY COMPLIANCE:
Responsible for adhering to company reputed company policies and procedures and any other relevant policies and standards as directed.
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