Technical specialist
Job Summary
Job Description
The Senior Developer - Automation will provide support for on-call escalations and perform root cause analysis of issues. They will independently resolve tickets within the agreed SLA for ticket volume and time. The role requires adherence to quality standards, regulatory requirements, and company policies. Responsibilities include engaging in value-added activities such as knowledge base updates and management, training of new hires, and coaching analysts. The goal is to ensure a positive customer experience and achieve a high CSAT score through First Call Resolution and minimal rejected resolutions or reopened cases.
Must have:
- Provide support for on-call escalations.
- Perform root cause analysis of issues.
- Resolve tickets within agreed SLA.
- Adhere to quality standards and company policies.
- Update and manage the knowledge base.
- Train new hires and coach analysts.
- Ensure positive customer experience.
Job Details
Job description:
Sr. Developer - Automation
- 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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