Responsibilities
To adhere to quality standards, regulatory requirements and company policies
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
To participate or contribute on EN business in creation of proposals to drive Service improvement plans
To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team
To provide support for on call escalations /L3 level support and doing incident & problem management
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives
Required Skills and Experience
Apigee.
Application Development.
Dev Ops (SRE).
Platform Engineering.
Managed Services.
GKE (GCP Cloud Exp).
Advanced English and Portuguese.
Preferred Skills
Python, Node.js or Golang Javascript frameworks like React, Angular or Vue.js.
Experience with UX Design tools like Figma.