Job Title: Sr. Executive - Customer Operations Job Location: Gurgaon Job Role: • Provide support adhering to SLA parameters (including quality, and response/resolution time criteria) • Attend and acknowledge each customer call/mail • Responsible to create and manage Karix build products and services • Collect all the required information as per the checklist • Perform basic level troubleshooting for resolving customer issues • Collaborate in investigating issue during escalations • Assist in resolution of technical/non-technical issues faced by customers. • Provide timely updates to customers and 100% documentation (RCA) on all the resolutions. • Ensure 100% adherence to Provisioning processes: a. Time accounting • Ticket management • Review of backlogs owned on a shift basis so as to make them close to zero. • Review of owned incidents that are completed and need to be closed. • Follow-up with customers on the solution provided. • Review customer feedback with a view to improving and enhancing support quality • Replicate, test and resolve incidents that were logged by customers • Ensure proactive communication on the known actions or events Requirements • BCA, B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech Graduate • 4 to 5 years of relevant experience in Customer Operations / Tech Support domain • Should have basic knowledge in mysql, oracle DB in executing the queries, good written and verbal communication skills, willing to work in 24/7 environment in shift, positive attitude.