Job Description
Key Responsibilities User Support & Issue Management: - Serve as the first point of contact for operational and technical issues. - Attend calls from end users regarding issues or queries. - Understand and gather information about user-reported issues. - Raise tickets for reported issues and track them until resolution. - Ensure First Time Resolution (FTR) wherever possible. Coordination & Escalation: - Identify the appropriate L2 personnel for ticket assignment. - Follow up with L2 or other teams until issues are resolved and tickets are closed. - Collaborate with operational teams to provide additional generic support required by the bank. Monitoring & Reporting: - Monitor systems for operational issues. - Maintain documentation of recurring issues, solutions, and user interactions. - Escalate unresolved issues to higher-level technical or operational teams. Process Adherence & Improvement: - Follow standard procedures for issue logging and ticket management. - Contribute to continuous improvement by suggesting enhancements in support processes. Skills: operational support , Customer Support, Escalation Management, Technical Troubleshooting, Call Handling Experience: 1.00-2.00 Years
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