Service Assurance Associate

Job Description

We are looking for an experienced Service Assurance for our 24x7 Global Security Operations Center (GSOC). This role would be reporting to Service Assurance Lead. Primary role is to align with Customers and GSOC and help us in managing, closing open incident & service requests within SLAs and communicate effectively with clients across all regions.

Responsibilities:

• Service Desk Requests: Provide first level support to clients and GSOC via Call, Ticket Requests and Email.
• Queue Management: Active monitoring, handling and assignment of incident and request tickets to the designated GSOC team.
• Inbound / Outbound Customer queries: To handle incoming queries and raise requests from end users on the service desk platform and email as need may be.
• Ticket Progress Update & Follow-up: Review ticket progress, follow-up with respective stakeholders, update as necessary.
• Escalation management: Escalate incidents and service requests as per escalation matrix if necessary.
• Enhance Customer Experience: Responsible for producing an amazing customer experience with every interaction with Clients and GSOC.

Additional Desired Skills:

• Proficient in English
• Good Communication Skills
• Effectively collaboration and teamwork
• Adaptable and flexible
• Time management

Education Requirements & Experience:

• BE/B.Tech/Bsc-IT or Equivalent
• Experience Level: 1-4 Years