Job Responsibilities
* Adhere 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 Experience
* Application Development
* DevOps (SRE)
* Managed Services
* GKE (GCP Cloud Experience)
* Proficiency in English and Portuguese
Preferred Skills
* Experience with UX Design tools like Figma
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