Job Description
The job description outlines the responsibilities of a Technical Lead, including providing support for on-call escalations and performing root cause analysis. The role involves independently resolving tickets within agreed service level agreements (SLAs) for both ticket volume and resolution time. The Technical Lead is expected to adhere to quality standards, regulatory requirements, and company policies while also contributing to value-adding activities such as knowledge base updates and management, training new team members, and coaching analysts. A key aspect of the role is ensuring a positive customer experience and achieving high customer satisfaction (CSAT) through first call resolution and minimizing rejected resolutions or reopened cases.
Must Have:
- Provide on-call escalation support and root cause analysis.
- Independently resolve tickets within agreed SLAs.
- Adhere to quality and regulatory standards.
- Contribute to knowledge base and training.
Job description:
JD Attached
- 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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