Description
Tasks:
- Act as Technical expert/consultant for Business stakeholders
- Effectively lead and drive Customer Calls
- Participate in Customer meetings/workshops
- Incident management as per agreed SLA with focus on improved customer experience
- Get involved in priority issue investigation and assist in early service restoration via strategic fix or temporary workaround
- Coordinate with the Development Team, 3rd Party suppliers for early resolution of issues via Problem Management
- Identify and implement Service Improvements
General Skills:
- Excellent written & verbal communication skills
- Strong in analytical & troubleshooting skills
- Understanding of ITIL standards
Technical Skills:
1) For Genesys SpeechStorm
- Sound knowledge on Genesys/Speechstorm call Centre in a Multi-Channel Routing environment.
- Should be able to support Genesys's Client Server, Web based Front End Applications in windows environment.
2) For SQL Server
- Strong SQL knowledge with Scripting skills
- Working knowledge of windows
Desirable Skills:
- Telecom domain- Fixed