Job Description
Provide second-level support for E-commerce applications, including web and database applications. Responsibilities include providing support for on-call escalations and performing root cause analysis of issues, independently resolving tickets within agreed SLAs, adhering to quality standards, regulatory requirements, and company policies, engaging in value-adding activities such as knowledge base updates, training new team members, and coaching analysts, and ensuring positive customer experience and satisfaction through first call resolution and minimizing rejected resolutions or reopened cases.
Must Have:
- Provide second-level support for E-commerce applications.
- Resolve tickets within agreed SLA.
- Adhere to quality standards and company policies.
- Ensure positive customer experience and CSAT.
Job description:
Provide second-level support for E-commerce applications, including web and database applications
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
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