Trainee

About the role

Troubleshoot all Level 1/2/3 calls from the customers. Focus on customer satisfaction. Manage backlog efficiently. Document all communication with customer in the CRM. Notify/Discuss with Sr.TAC/TL on SR\"s that require assistance. Timely handoff (escalation) of cases to Sr.TAC. Plan and constantly work on upgrading tech and product expertise.

What you'll do

• Troubleshoot all Level 1/2/3 calls from the customers
• Plan and constantly work on upgrading tech and product expertise
• Contribute to the knowledge base / create KCS article for all valid solutions
• Update new SRs and status of current SRs in DBR module every day
• Review all SRs every day at the beginning of the shift and update the relevant SRs

What you need

• Open to freshers
• Customer service
• Voice process
• CCNA
• CCNP
• CRM
• Communication
• B.Tech or B.E.