VFRESHERS

Aricent Gurgaon SRA Job Opening India

Job Title : SRA

About Company :
Aricent is a global innovation, technology and services company focused exclusively on communications. Aricent is a strategic supplier to the world’s leading application, infrastructure and service providers, with operations in 19 countries worldwide. One of the largest privately-held companies in Silicon Valley; 550+ customers; 8,000+ employees, 33 offices worldwide; Product portfolio of more than 125 licensable products; The company’s investors include Kohlberg Kravis Roberts & Co., Sequoia Capital, The Family Office and The Canadian Pension Plan Investment Board.

Experience : 0 – 2 Years

Job Location : Gurgaon

Job Description :

• 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.

• Audit Cases as per GCI guidelines.

• 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

Desired :

• MS Office Suite proficiency (MS Excel, MS Outlook, MS Word, Internet Explorer)

• Email support / quality experience is a plus.

Website : http://careers.aricent.com

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