Senior Specialist
Senior Specialist
Posted on :
27-05-2025
Employer Active
1 Vacancy
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Job Description
Job Description
Provide second-level support for E-commerce applications including web and database applications.
Troubleshoot and resolve technical issues reported by end-users.
Collaborate with L2/help desk teams to ensure timely solutions.
Escalate and triage issues according to Standard Operating Procedures.
Liaise between internal teams (IT operations development consulting) to resolve issues.
Manage and prioritize multiple tasks effectively.
Maintain documentation and contribute to delivery processes.
Improve the customer experience through professional communication.
Handle onboarding of new customers to the support portal.
Participate in on-call rotations for off-hours support. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management Training freshers coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Provide second-level support for E-commerce applications including web and database applications.
Troubleshoot and resolve technical issues reported by end-users.
Collaborate with L2/help desk teams to ensure timely solutions.
Escalate and triage issues according to Standard Operating Procedures.
Liaise between internal teams (IT operations development consulting) to resolve issues.
Manage and prioritize multiple tasks effectively.
Maintain documentation and contribute to delivery processes.
Improve the customer experience through professional communication.
Handle onboarding of new customers to the support portal.
Participate in on-call rotations for off-hours support. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management Training freshers coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Required Experience:
Senior IC
Employment Type
Full Time
Key Skills
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