Administrator; Support & Operations

To independently resolve tickets, provide on‑call support and conduct root cause analysis to ensure positive customer feedback.

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

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance‑based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need‑based leave with no designated number of leave days per year); and 10 paid holidays per year.