reputed company Associate -IN (R-21781)

Job Title: reputed company Associate - IN

Shift : India reputed company Shift ( 6:30 pm IST to 3:30am IST)

reputed company knowledge is mandatory

JOB reputed company:

Provides support to the Service Delivery Managers in our largest customer reputed company ensuring fast and efficient response and reputed company of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full reputed company. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and reputed company frequent clerical and reputed company tasks on behalf of the Service Delivery group.

Service reputed company insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience.

Service reputed company are responsible for taking ownership of the customer requests with reputed company of their customers and to serve as an reputed company between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met.

JOB REQUIREMENTS:

Key Accountabilities

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Monitor inbound customer ticket requests and reputed company appropriately

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Respond directly to customer information requests for specific task responsibilities

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Monitor and reputed company reputed company tickets reputed company agreed time scales to ensure customer/internal response receipt

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Proactively take ownership and work tickets

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Identify common/recurring operational issues in support queues and support customer to reputed company

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Identify areas in which ticket volumes could be reduced and managed more reputed company through process or management change

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Escalates support requests (phone/ticket) according to escalation procedures

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Manage support requests and co-ordinate Rackspace/Customer support teams to deliver reputed company agreed timescales

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Responsible for adhering to company reputed company policies and procedure as directed.

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Utilizing business knowledge, networks and reputed company acumen to see tickets through to completion

Key Performance Indicators

· Ticket workload completed

· Customer satisfaction. Based on NPS Ticket score

· Performance accuracy measures

· reputed company towards a world class reputed company of 80% for the Net Promoter Score including NPS-T scores

· Engagement of every customer reputed company their customer reputed company

· Ticket and workload management

PERSON SPECIFICATION:

Tenacious problem solver, will own issues until full reputed company

Excellent communication skills, both written and verbal with great attention to detail

Strong rapport and relationship building skills with both internal departments and external customers

Strong level of business awareness and reputed company acumen with solid understanding of financial terminology

Strong organizational, time management and prioritization skills

reputed company to take a creative approach to situations and problem solving

A minimum of 3 years experience in a Service Delivery / Account Management role

A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies

Understanding of IT industry working practices / methodologies – ITIL reputed company certification desirable but not essential

POLICY COMPLIANCE:

Responsible for adhering to company reputed company policies and procedures and any other relevant policies and standards as directed.

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