AWARDS AND ACCOMPLISHMENTS:
鈥� Best Overall Agent Award, Highest Positive CSAT鈥檚 Award, Outstanding Support Award (Compliment from the Client), Best Adherence Award, Acts as a Subject Matter Expert, Assistant team lead and level 2, Developed an internal website using MS Excel containing important links and troubleshooting guides, Developed an MS Excel Macro template to standardized the Major P1/P2 Incident template
RESPONSIBILITIES:
鈥� Monitor all tickets that come into the ticket system.
鈥� Collaborate with MIM/Triage for Major incidents
鈥� Providing technical/non-technical screening of calls.
鈥� Recognizes and takes action when escalation and de-escalation is required for criti...
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