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Chennai Area, India India

Escalation Lead (Subject Matter Expert)

Technology / Software / Internet

• Handling a team and provide a support for Tier 1 & 2 technicians. • Attending Weekly client Call and providing weekly reports. • Preparing Reports & Presentations for WBR, MBR & QBR. Perform an additional work on Excel. • Responsible for team resolution percentage, AHT, SLA & customer satisfaction. • Handling Escalation issues (Windows Operating system and Virus issue). Perform additional troubleshooting to resolve the customer query. Approving escalation by verifying all possible scenarios, such as error code, documentation, tools usage etc. • Provide technical and product related assistance to the fellow team members(Chat, Email & Remote support) • Prioritize and stimu...