Trainee
Job Description
Troubleshoot all Level 1/2/3 calls from the customers.
Focus on customer satisfaction. Manage backlog efficiently.
Document all communication with customer in the CRM.
Notify/Discuss with Sr.TAC/TL on SR\"s that require assistance.
Timely handoff (escalation) of cases to Sr.TAC.
Plan and constantly work on upgrading tech and product expertise.
Contribute to the knowledge base / create KCS article for all valid solutions.
Understand the SLA’s and client requirements on quality of delivery.
Update new SRs and status of current SRs in DBR module every day.
Review all SRs every day at the beginning of the shift and update the relevant SRs.
Review all ‘Observation Sheet’ type SRs and follow up every week.
Attend monthly Team meetings.
Focus on customer satisfaction. Manage backlog efficiently.
Document all communication with customer in the CRM.
Notify/Discuss with Sr.TAC/TL on SR\"s that require assistance.
Timely handoff (escalation) of cases to Sr.TAC.
Plan and constantly work on upgrading tech and product expertise.
Contribute to the knowledge base / create KCS article for all valid solutions.
Understand the SLA’s and client requirements on quality of delivery.
Update new SRs and status of current SRs in DBR module every day.
Review all SRs every day at the beginning of the shift and update the relevant SRs.
Review all ‘Observation Sheet’ type SRs and follow up every week.
Attend monthly Team meetings.
Required Skills
Primary skills
- Networking
- Troubleshooting
- Customer support
- CCNA/CCNP Cybersecurity
- IPSec VPNs
- Technical Support
Secondary skills
- Voice Support
- DNS
- DHCP
- VOIP Protocols (SIP
- RTP) & Call Flow Mgmt
Job overview
- Job title
- Trainee
- Reference ID
- RRF-43419
- Location
- Chennai, Tamil Nadu, India
- Experience
- 0 – 1 Yrs
- Qualification
- B.E/B.Tech
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