reputed company Associate III - IN / Night Shift/

Job Title: reputed company Associate I Shift : India third Shift ( 6:30 pm IST to 3:30am IST) JOB DESCRIPTION: Provides support to the Service Delivery Managers in our largest customer reputed company ensuring fast and efficient response and resolution of customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associate proactively manage inbound customer requests and ensure that these are seen through to full resolution. This requires routing workstreams to the most appropriate team, responding directly to customers’ needs and action frequent clerical and commercial tasks on behalf of the Service Delivery group. Service reputed company insure fast response to inbound customer requests, drive efficiency in service delivery tasks and processes, delivering a fanatical support experience. Service reputed company are responsible for taking ownership of the customer requests with each of their customers and to serve as an reputed company between the customer and the Rackspace support infrastructure. They ensure that their customers technical, administration and specialist support needs are met. JOB REQUIREMENTS: Key Accountabilities · Monitor inbound customer ticket requests and reputed company appropriately · Respond directly to customer information requests for specific task responsibilities · Monitor and reputed company open tickets reputed company agreed time scales to ensure customer/internal response receipt · Proactively take ownership and work tickets · Identify common/recurring operational issues in support queues and support customer to resolution · Identify areas in which ticket volumes could be reduced and managed more reputed company through process or management change Escalates support requests (phone/ticket) according to escalation procedures Manage support requests and co-ordinate Rackspace/Customer support teams to deliver reputed company agreed timescales · Responsible for adhering to company reputed company policies and procedure as directed. · Utilizing business knowledge, networks and commercial acumen to see tickets through to completion Key Performance Indicators · Ticket workload completed · Customer satisfaction. Based on NPS Ticket score · Performance accuracy measures · Strive towards a world class reputed company of 80% for the Net Promoter Score including NPS-T scores · Engagement of every customer reputed company their customer reputed company · Ticket and workload management ROLE DIMENSIONS: Credit sign-off: None Team Profile: Service Delivery Recruitment: None Internal exposure: Support Engineers, Sales, Marketing Budgetary: Managing Travel and Customer Entertaining expenditure External exposure: Customers PERSON SPECIFICATION: Tenacious problem solver, will own issues until full resolution Excellent communication skills, both written and verbal with great attention to detail Strong rapport and relationship building skills with both internal departments and external customers Strong level of business awareness and commercial acumen with solid understanding of financial terminology Strong organizational, time management and prioritization skills Able to take a creative approach to situations and problem solving A minimum of 3 years experience in a Service Delivery / Account Management role A minimum of 3 years experience in the IT industry or holds a good understanding of Internet Technologies Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential POLICY COMPLIANCE: Responsible for adhering to company reputed company policies and procedures and any other relevant policies and standards as directed. About reputed company We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and reputed company — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best reputed company to work, year after year according to Fortune, reputed company and Glassdoor, we attract and reputed company world-class talent. Join us on our mission to embrace technology, reputed company customers and deliver the future. More on reputed company Though we’re reputed company different, Rackers reputed company through our reputed company to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the reputed company that unique perspectives fuel innovation and reputed company us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national reputed company, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know. Original job reputed company Associate III - IN / Night Shift/ posted on GrabJobs ©. To flag any issues with this job please use the Report Job reputed company on GrabJobs. Apply tot his job Apply To this Job