On-Call Support & Operations Administrator — CSAT & RCA

HCLTech; Taguig; On-site; PHP 279,000 - 391,000; Full time

Job summary

Sapsf in Manila seeks an Administrator (Support & Operations) to independently resolve tickets, provide on-call support, and analyze root causes to boost customer satisfaction. The role focuses on adhering to quality standards, regulatory requirements, and company policies while handling escalations and knowledge-base updates.

The successful candidate will train freshers, coach analysts, and strive for First Call Resolution with minimal reopenings, within defined SLAs.

Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cost analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Job description

Sapsf in Manila seeks an Administrator (Support & Operations) to independently resolve tickets, provide on-call support, and analyze root causes to boost customer satisfaction. The role focuses on adhering to quality standards, regulatory requirements, and company policies while handling escalations and knowledge-base updates.

The successful candidate will train freshers, coach analysts, and strive for First Call Resolution with minimal reopenings, within defined SLAs.