Roles and Responsibilities 

• To maintain high efficiency in handling escalated calls from L1 team. 
• To resolve tickets within agreed SLA of ticket volume and time 
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies 
• To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
• To update worklogs and follow shift for escalation process and process compliance

Technical and Professional Expertise

• Excellent Communication with International Voice Support experience
• Hands on experience in Mobility related Application & Desktop/General system related issues
• Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues
• Experience in Team Handling