Analyst L2

Job Title: Analyst L2
Location: Mumbai, India
Reporting Manager: Director

Role Summary:

• Responsible for providing level2 technical/customer support
• Maintain all type of SLAs and quality standards established by Integreon/client.

Responsibilities and Duties:

• Responsible to manage all tickets in our ticketing system and prioritize tickets based on severity
• Responsible to provide resolutions as per the playbook, guidelines, training material or based on the
  discussion with manager
• Responsible to update playbook with new type of information/resolutions
• Responsible to effectively communicate with client via email/chat/skype calls
• Responsible to update the tracking system with the latest information
• Responsible for maintaining trackers/reports related to the process
• Ensure all SLA/targets are met as per the said deadline
• Responsible for other miscellaneous duties as assigned

Required Skills/Abilities:

• Excellent Communication skills
• Analytical mind set

Education and Experience:

• Any Graduate can apply however Attorneys will be preferred
• 4+ years of Customer/client Service experience is must