Senior Process Associate-Voice (115576)

Answer inbound phone calls

Provide customer an update on the progress of a SR/ASR/Incident. Help speed up by adding comments in the ticket to follow up with the processor in alignment with the customer’s request

Guide customers when to create service requests and ASRs where applicable and incidents when appropriate.

Guide customers on self-service enablement

Advise customers on SR/ASR/Incident priority validating business justification

Upgrade/downgrade ticket priority for incidents aligned with business justification

Support customer queries on lead time.

Support customers in finding the right stakeholders to connect with for addressing their queries.

Guide customers how to schedule an expert consultation

First Level Resolution for basic queries/ issues

Monitor inbound e-mails and manually create cases where automated case creation fails.

Monitor unassigned cases and service request tickets

Dispatch cases to regional CoEs and assign cases and service request tickets to processors

Ensure proper documentation (calls or ticket) for follow-up/ resolution

Support the shift coordinators and global head with operational activities

Ramp up quickly on the technical and functional domains

Identify, analyze, and resolve customer issues, independently

Be proactive in reviewing case and ticket queues and react in a timely manner to avoid SLA breaches

Coordinate with Team Leader, Delivery Manager, and in documentation, presentations, and overall project delivery

Show initiative and drive topics to resolution in an elevated level of quality, speed, reliability, and efficiency

Contribute to the team spirit by supporting an environment of continuous learning, exchanging of ideas & thoughts, and embracing a culture of innovation