Administrator; Support & Operations

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

• To adhere to quality standards, regulatory requirements and company policies.
• To provide support for on call escalations and doing root cause analysis of given issue.
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• To independently resolve tickets within agreed SLA of ticket volume and time.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen 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.