Roles and Responsibilities

• Is responsible to log and dispatch cases, provide status updates and route cases
• appropriately to the right queue as per the defined SLA.
• Handling of misroute calls and cases
• Handling CE assist calls and routing the calls OR cases to the relevant L1/L2 teams
• Order parts wherever applicable as an exception OR as a part of customized
• process
• Handling of customer escalations and interacting with level 1 & level 2 teams,
• trade teams & partners using standard or customized processes, region resource
• control teams, onsite engineers, partners and logistics teams.
• Event management of cases wherever applicable for all Cases defined with
• specific priorities and severities
• Escalation management for customers who log cases only through access teams
• wherever applicable.
• Entry point for all cases and calls is through Voice, email and E-tickets l, for ESSN,
• IPG, PSG and MV products

Perks and Benefits

Please contact:

9175089260