Excellent Opportunity with our client forRequest Management Associate 32226 Gurgaon (Job Code : J47785)Exp :1.05 - 2.05 Years Location:Gurgaon Key Skills:RequestPlease pass on or Share this message to your friends who are looking for similar roleshttps://www.sampoorna.com/JobPostingDisplay.aspJobID=30993&JRID=0.40848Management AssociateSummaryProvide (24X7) support to customers services which including OOH (Out of Hours Support).As per Business requirement there could be ask for Nights Shift support Only.As a Request Management Associate you will be a SPOC for external, as well as client Internal customers to share the progress on ongoing cases (SSRs) and open new cases on client Expedio.Considering the BAU, RM Associate must have basic understanding about networks to progress the SSRs with fulfilment groups after triage. RMA KPIs includes managing group mailbox, owning queues under Expedio and follow-ups with customers as well as fulfilment teams and implementation of basic network requests.Job DescriptionAbility to do analysis on volumes under Expedio queueAs a SPOC candidate should be customer (Internal/External) facingExcellent verbal and written communication skills,Answering user`s queries over the phone, email, Request fulfilment tools/web portal.Follow standard procedures to escalate any unresolved issues to the appropriate internal teams.Along with triage, candidate needs to provide initial level of technical support for data (LAN/WAN/WLAN) Service Requests and handle Simple implementation for the client customer customers. Candidate needs to carry out pre & post checks for the existing running configurations, assist and notify stake holders (e.g TDA, Service Desk & teams dealing other service towers) as well as customer proactively, if there is any network related issue or RISK during validation. Candidate is required to support project work, migrations in addition to request fulfilment within Line of Business. To be successful in this role, you must be a motivated and quick learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.ResponsibilitiesThe day to day activities would include following:Not to breach client standard process.Arrange to get the request fulfilled within SLA (Bespoke/Standard) whichever applicable.Validate and triage the request in accordance to the process to the correct fulfilment teams.Follow Process guidelines for bespoke customers.End to End Ownership to ensure smooth BAU as SDKey skillsBasic Knowledge of Networking/LAN/WAN/Network etc.Good communication-Verbal and WritingTools understanding- Outlook, PPT, Excel, Expedio, BFG and IONIX etc.
