AOS
Website:
convergeone.com
Job details:
Shift: Night Shift, Rotational shifts/24*7
Location: Hyderabad
Work Mode: Hybrid
**Immediate Joiners Required**
Summary
The Case Analyst is responsible for answering phone calls, emails, customer ticketing systems and monitoring systems for case creation. This individual will work with customer to provide solutions for troubles and follow up with customers to ensure completion of work to customer satisfaction.
Essential Functions
- Reads and comprehends customer handling instructions in the ticketing system
- Logs into a split and/or queue to answer designated calls into the Managed Service and Support Center (MSSC)
- Creates Alert cases to track all work for customers received
- Follows up with customer contacts to ensure satisfactory completion of work
- Ensures compliance with designated contracts for managed services customers
- Manages Internal Resources & Business Partners to meet contractual SLA’s
- Triages calls, emails and other work requests for severity and gather appropriate initial information and starts the resolution process; completes work if possible
- Dispatches Engineering resources as needed
- Handle 30 calls per day
Required Qualifications
- 3+ years of experience working in external customer facing environment for support
- One year of experience in a telecommunication environment or telecommunication organization
- Bachelor’s degree in computer information systems, Accounting, or Business or 4 years on the job experience
- Must possess strong computer skills and excellent working knowledge of general business applications, including MS Word and Excel
- Must possess excellent oral and written communication skills in English
- Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
- Highly skilled in writing with details, accuracy and consistency
- Strong analytical, interpersonal, and relationship building skills
- Must be familiar with both voice and data equipment and technologies
- Strong work ethic and personal drive to excel
- Strong sense of urgency and commitment to get the job done
- Superior negotiation, coordination, and conflict resolution skills
- Ability to use (and learn new) complex systems, technologies, and applications
- Ability to adapt to change quickly and multi-task
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