Position Title : Escalation Desk Specialist

Working days : 6 Days (Alternate Saturday off

Rotational shifts ( 8 am to 8 Pm :any 9 hours in-between)

Job Summary : The Escalation Desk Specialist is responsible for managing and resolving escalated customer issues or technical problems that require advanced expertise or attention. This role involves providing efficient, timely, and effective solutions while ensuring customer satisfaction and adherence to company protocols.

Key Responsibilities :

Issue Resolution : Address escalated customer concerns, technical issues, or service problems promptly and effectively.

Advanced Support : Provide expert-level support to troubleshoot and resolve complex issues beyond the scope of regular support teams.

Communication : Liaise between various departments or teams to facilitate resolution, ensuring clear and concise communication throughout the process.

Documentation : Maintain detailed records of escalations, actions taken, and solutions provided for future reference and analysis.

Customer Advocacy : Advocate for customers' needs, ensuring their issues are addressed with urgency and empathy.

FTR : Resolve the issue comprehensively on the first attempt, ensuring the customer doesn't need to contact us again for the same query.

Qualifications :

- 18 months proven experience in a customer support or technical support role, preferably 12 months in an escalation or senior support capacity.

- Strong technical aptitude and ability to troubleshoot complex technical issues across various platforms or systems.

- Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.

- Problem-solving skills with the ability to remain calm and focused in high-pressure situations.

- Ability to work collaboratively in a team environment and coordinate with multiple stakeholders.

Education and Certifications :

- A bachelor's degree

- Certifications or training in relevant technical areas or customer service practices can be advantageous.

Working Conditions :

- Typically, office-based, remote work options not available.

- May require flexible hours or on-call availability to address urgent escalations.

- Rotational shifts, week-offs (Including holidays) as per bank business requirement.

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