Providing 24/7 surveillance and support for internal departments and external customers to troubleshoot problematic systems or trends Providing a leadership role in resolving service impacting issues. Coaching and mentoring other staff members as needed to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture. Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events and or incidents. Helping collect network data to validate assumptions. Providing real-time communication internally and externally. Working with wireless carrier partners to help identify interactions between their network and the Cisco Network. Self-starter with the potential to collaborate directly with designers, developers, program managers and network quality testers. Passionate about customer service and 'right the first time' principles. Candidate Qualifications: BS in Computer Science or equivalent experience. 5+ years of relevant work experience. Working knowledge of Linux/UNIX system infrastructure. Understanding of DNS, CDN and application load balancing fundamentals. Experience with Web Framework, Data API and F5 experience a plus. Working knowledge of SQL like databases desired. Experience in a SaaS or hosted application service provider environment. Strong analytical, communication, and customer interfacing skills. Effective in working with technical teams across the company with strong interpersonal and communication skills. Must be self-motivated with the ambition to problem-solve, learn and create ones own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment. Basic working knowledge of scripting languages and configuration files. Must be able to work independently. Proven experience in executing skills in Root Cause Analysis (RCA) and problem resolution. Limited Travel as needed. Shift hours include weekdays and weekend day(s)
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases