Source description
About the role
Ticket Resolution Time: Average time to resolve a customer issue Creation time Vs Closure Time (95% of Tickets resolved within the SLA (Service Level Agreement) Ticket Escalation Rate: Number of Issues resolved without any further support % of issues closure by his own. CSAT: Customer Satisfaction Score CSAT Should be at least 4 out of 5, means a Positive Customer Experience Knowledge Base Contribution: The high contribution rate indicates a commitment to enhancing self-service resources for users. Able to step up for additional requirement or Stretched tasks More than 1 assignment (as per Organisation need) Technical skills improvement: Complete 2 technical sessions per quarter or as agreed. .