Job ResponsibilitiesAdhere to quality standards, regulatory requirements, and company policies.Ensure a positive customer experience and high CSAT scores through First Call Resolution and minimizing rejected resolutions or reopened cases.Contribute to the creation of proposals to drive service improvement plans for the EN business.Independently resolve tickets, ensuring that team SLAs for volume and time are met.Support on-call escalations, provide L3 level support, and handle incident and problem management.Engage in value-adding activities such as updating and managing the knowledge base, training new hires, coaching analysts, and participating in interviews and hiring drives.Required Skills and ExperienceApplication DevelopmentDevOps (SRE)Managed ServicesGKE (GCP Cloud Experience)Proficiency in English and PortuguesePreferred SkillsExperience with UX Design tools like Figma
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