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Application/Operation Support Consultant
Ref No.: 18-01067
Location: Redmond, Washington
Position Type:Contract
Start Date: 02/08/2018
 
Job Description:
 
KEY ACCOUNTABILITIES:
-          Manage/track field/External escalations and work with Customer Service and Support (CSS), Commerce and relevant stakeholders
-          Identify resolution paths and meet metrics – (NSAT >=190, TTR <= 3 days, TTIR <=1 day),
-          Identify process gaps/opportunities to increase effectiveness/efficiency in billing capabilities that would improve customer experience
 
KEY QUALIFICATIONS:
-          Strong verbal and written communication skills, with a strong command of the English language
-          Customer-oriented and experience dealing with customers
-          Relationship building skills, maturity, strong presentation skills, high degree of self-confidence
-          Highly organized, with great attention to ensure required details are not overlooked
-          Results and action oriented – makes sure the job gets done on time
 
Few Guideline/Note – for internal candidate assessments for this role
 
Candidate should have Prior DIRECT experience of handling following area –
-          Enterprise & External Customer Communication, Escalation, Support & Services
-          Considering enterprise customer/Services, most of the escalation comes via top management (CXO/VP's level) and this person should be able to handle both.
-          Communicate and Collaborate with Resolver Group (Technical/Business) within Client
-          Soft Skill (as called out above) – Strong Communication/Confident
-          Citizen/Local USA Accent (No restriction for right accent / strong communicator)
-          Exp. in Tools & Technology –
o   No Technology bar, having fair understating of Cloud and related service offering will be added advantage
o   Having experience handling Enterprise application/Product Services will be added advantage
o   Understanding of ITIL/Agile Methodology will be added advantage (Incident Management, Problem Management, Ticket resolution, Metrics and Reporting/Analytics)