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:


  • Location:


  • Address:


  • Primary Skills:

    escalation, customer support, technical support, troubleshoot complex technical issues. escalation or senior support capacity

  • Secondary Skills:

    communication skills, problem solving

  • Industry:


  • Job Type:

    Full time

  • Degree:

    Any Graduate

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