Source description
About the role
Customer Communication
Communicate with end users/businesses to explain the issue(s) and solutions for implementation and break fix related questions.
Drive Customer Satisfaction through timely & quality communication.
Troubleshooting Skills
Troubleshooting of customer reported incidents and system alerts.
Identify, debug and troubleshoot break fix issues and take it to a resolution.
Provide technical analysis for incidents, resolution, and root cause analysis for the incidents.
Respond and resolve issues within agreed service levels.
Collaboration & Knowledge Sharing
Publish knowledge articles for the incidents and service requests, prepare technical documents for the standard operating procedures.
Domain
Work closely with Internal Saviynt Labs Teams for activities related to supporting the IAM and CPAM service offerings.
KPIs - Customer Satisfaction, Ticket & Resolution Quality, Productivity
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