Escalation Desk Specialist (Banking Voice) : Pocharam Hyderabad

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Key Responsibilities:

Issue Resolution: Address escalated customer concerns, technical issues, or service problems promptly and effectively.
Advanced Support: Provide expert-level support to troubleshoot and resolve complex issues beyond the scope of regular support teams.
Communication: Liaise between various departments or teams to facilitate resolution, ensuring clear and concise communication throughout the process.
Documentation: Maintain detailed records of escalations, actions taken, and solutions provided for future reference and analysis.
Customer Advocacy: Advocate for customers' needs, ensuring their issues are addressed with urgency and empathy.
FTR: Resolve the issue comprehensively on the first attempt, ensuring the customer doesn't need to contact us again for the same query.

Role Proficiencies:

Typically, office-based, remote work options not available.
May require flexible hours or on-call availability to address urgent escalations.
Rotational shifts, week-offs (Including holidays) as per bank business requirement.
Problem-solving skills with the ability to remain calm and focused in high-pressure situations.
Ability to work collaboratively in a team environment and coordinate with multiple stakeholders.
18 months proven experience in a customer support or technical support role, preferably 12 months in an escalation or senior support capacity.
Strong technical aptitude and ability to troubleshoot complex technical issues across various platforms or systems.
Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.

Experience:
2 - 10 Years
Salary:
3 LPA - 4 LPA
Diversity Candidate:
No
Location:
Pocharam
Address:
NA
Primary Skills:
escalation, customer support, technical support, troubleshoot complex technical issues. escalation or senior support capacity
Secondary Skills:
communication skills, problem solving
Industry:
Banking/Mortgage
Job Type:
Full time
Degree:
Any Graduate