Desk Side Support

TechDigital Group; Chicago (IL); On-site; USD 55,000 - 96,000; Full time

Job summary

An innovative company is seeking a dedicated contractor to support on-call escalations and improve customer satisfaction. In this role, you will independently resolve issues while adhering to quality standards and regulatory requirements. You will also engage in valuable activities like knowledge management and training, ensuring a seamless experience for customers. Join a dynamic team where your contributions can lead to significant improvements in service delivery and customer satisfaction.

Qualifications

• Provide support for on-call escalations and conduct root cause analysis of issues.
• Independently resolve tickets within agreed SLA for ticket volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Work on value-adding activities such as knowledge base updates & management, training freshers, and coaching analysts.
• Ensure a positive customer experience and CSAT through First Call Resolution and minimize rejected resolutions/reopen cases.

Responsibilities

• Provide support for on-call escalations and conduct root cause analysis of issues.
• Independently resolve tickets within agreed SLA for ticket volume and time.
• Ensure a positive customer experience and minimize rejected resolutions.

Job description

Job #: 806
Pay Rate: Not Specified
Job type: contractor
Location: Chicago, IL

Job Responsibilities:

1. Provide support for on-call escalations and conduct root cause analysis of issues.
2. Independently resolve tickets within agreed SLA for ticket volume and time.
3. Adhere to quality standards, regulatory requirements, and company policies.
4. Work on value-adding activities such as knowledge base updates & management, training freshers, and coaching analysts.
5. Ensure a positive customer experience and CSAT through First Call Resolution and minimize rejected resolutions/reopen cases.