Opening For Technical support - Hyderabad.
- Cognizant
- 0 - 5 years
- Hyderabad
- 3 months ago
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Job Description
Role & responsibilities
- Monitor technician work times and report exceptions through TOA:
- Assure route activations/deactivations occur properly to Technician for their start and end of shift.
- Monitor start of 1st. job of day to assure Technician starts within designated start time or at beginning of shift if starting at 1st job.
- Contact Technician on jobs that overrun to assure technician is safe or determine if assistance is needed.
- Monitor lunch & break periods for, start times and durations.
- Monitor work order pools to assure jobs are assigned throughout the day, use auto routing tool to assist.
- Confirm and assure all jobs are completed and routes are closed when applicable and at the end of the day.
- Prioritizes and dispatch customer service requests to available technicians; serve as liaison between customer and technician.
- Monitor workflow throughout the day, Using the TOA tool assure jobs are completed on time, pending work is assigned to available Tech's and work volume is balanced and shared.
- Assign or re-assign jobs to technicians as required to meet customer commitments, notify technical leadership of any jobs remaining in jeopardy.
- Contact customers to confirm appointment times, COD, adult presence and other requirements.
- Reschedule missed appointments attempt to complete same day. Perform post-appointment customer satisfaction calls as required. Provision equipment.
- Provide customer assistance to resolve service problems and avoid unnecessary truck rolls.
- Notify technicians of system outages or problems and maintains schedules of service outages. Reconcile completed work orders to the billing system.
- Reconcile customer accounts to the billing system. Resolve or escalates challenges as appropriate from Technician.
- Record, verify, and/or corrects service order information on record via billing system.
- Maximizes sales opportunities by identifying customer needs and offering products as solutions.
- Flexible with night shifts and work from office
- Location Hyderabad
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: Techinal Support tech support voice process IT Helpdesk Technical Helpdesk isp International Technical Support Technical Voice Process Troubleshooting International Voice Process
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