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Technical Support Engineer - UBI

This requirement is valid till 23-02-2020

Required Skills:

  Technical Support
Location:  Mumbai
Domain:  Banking & Financial Services
Qualification:  Any Degree
Experience:  1-3 yrs.
Job Description with Roles & Responsibilities:  \\r\\n\\r\\n
  • Service Level Adherence for
    • Call, Email & Self-service Tickets response\\r\\n time.
    • Incident recording and classification
    • Call & email resolve time
    • Call & email escalation / transfer time
    • Call & email closure time
  • Customer feedback ratings.
  • Internal quality monitoring measurements &\\r\\n meeting consistently targets set.
  • New hire and refresher training activities.
  • New process improvement and innovation\\r\\n activities.
  • Clearing of outstanding cases for individual\\r\\n agents.
  • Talent retention and attrition management.
  • Ensuring all tickets are transferred to the\\r\\n correct resolver group in 100% of cases
  • Check for satisfactory & well documented case\\r\\n notes for IBM to provide its end customer with trend analysis, basis\\r\\n random sampling methodology.