Company Name : Aricent
Company Profile : Aricent is the world's #1 pure-play product engineering services and software firm. The company has 20-plus years experience co-creating ambitious products with the leading networking, telecom, software, semiconductor, Internet and industrial companies. The firm's 10,000-plus engineers focus exclusively on software-powered innovation for the connected world. Based in San Francisco, frog, the global leader in innovation and design, is part of Aricent. The company's key investors are Kohlberg Kravis Roberts & Co. and Sequoia Capital.
Company Website :
Job Description :
Job Designation : Service Request Administrator
Objective : Providing administrative assistance to the TAC teams by suitable handling of Service Requests from the backlog of the engineers and provide excellent Customer Service experience through the use of appropriated follow-up, helping in closing cases and lowering the CSEs backlogs.
Roles & Responsibilities:
Basic Responsibilities
- Primarily follow up on the cases on a timely matter.
- Contact the unresponsive customers when they are pending on the case.
- Contact the engineers when they are pending on the case or if the customer requires their attention.
- Close the cases that are ready to close, as well if the customer or engineer requests the closure.
- Appropriate follow-ups, increasing the customer satisfaction.
- Reducing the backlog size keeping a healthy backlog.
- Communicate on a daily basis with TAC engineers via phone, chat messages or using regular emails to negotiate immediate actions on cases to ensure proper priority is given to closure status.
- Instant response to customers emails or requests. Also, return phone calls as soon as possible.
- Process all updates, closure requests, emails, etc, those are sent to the SR administrators during the day.
- Register each reviewed SR in the database.
- Review cases scheduled for follow up, closure, etc, and schedule next revisions.
- Deliver a weekly report for all case-activities performed during the period of time.
Additional responsibilities:
- Maintain updated team information.
- Understand and build reports.
- Submit any additional information required from the project or report.
Internal Interactions:
- Close supervision and detailed instructions from Team Manager
- Consults with other agents for guidance on new assignments and tasks
External Interactions:
- Provide precise reports to reflect the SRA work and progress with the TAC teams.
- Work closely with TAC Managers in order to maintain accurate information about the team needs and requirements.
Preferred Skill & Competencies:
- Experience with US/Canada Voice Process
- MS Office Suite proficiency (MS Excel, MS Outlook, MS Word, Internet Explorer)
- Email support / quality experience is a plus.
Requirement:
- Hiring for female candidate only
- This is a Contract to Hire Role
- Person should be comfortable for Evening / Night / 24*7.
Job Location : Gurgaon
Salary : Best In The Industry.
Educational Qualification : Any Graduate - Regular
Experience Required : Minimum 6 Months-3 Years
Apply Mode : Walkin
Important Dates : 23rd May 2015
Walkin Dates : 23rd May 2015
Walkin Time : 1:00 PM - 5:00 PM
Walkin Venue :
Aricent
Presidency Tower B, 3rd Floor
Cisco ODC,351/2, Sector-14, M.G road,
Near Kalyani Hospital,
Gurgaon 122001
Contact Person : Sanghmitra Singh
