To adhere to quality standards, regulatory requirements and company policies
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
To provide support for on call escalations orL3 level support and doing incident and problem management
Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviews or participation in hiring drives.