Administrator (Support & Operations)

Sapsf; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Sapsf is seeking an Administrator (Support & Operations) to independently resolve tickets, provide on call support, and perform root cause analysis to ensure positive customer feedback.

The role includes knowledge base updates, training freshers, and coaching analysts, with a focus on resolving tickets within SLA and improving CSAT.

Qualifications

• Independently resolve tickets and provide on call support.
• Root cause analysis to drive first time resolutions.
• Knowledge base updates and training for new staff.

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide on call escalations support and root cause analysis.
• Assist with knowledge base updates, freshers training and analyst coaching.
• Resolve tickets within agreed SLA for volume and time.
• Ensure positive customer experience and CSAT through effective resolution.

Job description

Career Opportunities: Administrator (Support & Operations) (132315)

Requisition ID132315-Posted10/09/2026

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause 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.