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Job Description:
Ability to handle most cases independently, not reliant on mentorship
Ability to utilize all internal tools, without special role based functions included
Maintaining quality standard
Minimum amount of replies to achieve case resolution
No “half-solutions”, cover all possibilities regarding case resolution before asking customer for additional feedback or assistance
Ensuring SLA’s for each specific customer in regards to support are upheld
Following recommended optional and mandatory department procedures
Reporting daily to rest of the team via shift summary
Responsible for meeting expectations on base KPI’s as defined by team leader
Candidate should be able to do the multitasking and switch the work to priority one depending on the need.
Raise the right priority at the right time to the seniors / development team with proper channel.
Should be able to understand the complete communication flow from source to destination be it with any protocol. (SMSC, SMPP,TCP/IP,UDP,USSD,SS7 etc)
About Company:
