Process Associate

HCLTech

Hyderabad, Telangana, IndiaPosted 24 days agoDiscoveredMatch locked

Job Summary

A Triage Analyst acts as the first line of defense for ensuring the health of an ad ecosystem. Their primary goal is to identify, categorize, and prioritize publisher raised tickets based on the severity and route them to the correct teams within stipulated timelines

Key Responsibilities

• Identify the ticket nature and categorise based on the given workflows

• Make sure tickets are assigned to the right team considering the bandwidth & technical expertise

• To be on top of hang out groups and provide quick responses to various teams across globe regarding their queries on workflows, routings and assignments

• Quick understanding of the workflows and implementation of the same in day-to-day activities

• Investigate and follow-up appropriately, or make judgments and escalate when necessary

• Maintain clear tracking of publisher raised tickets and escalate complexities to the managers

Skill Requirements

• Good written and verbal communication skills. You can explain "how-to" steps without using confusing jargon.

• Familiarity with basic HTML/CSS/Spreadsheets

• Excellent written and speaking skills

• A genuine desire to help others and the ability to remain calm and positive under pressure.

• Comfortable learning new software quickly

• Should be flexible to work 24*7 ( in any shift based on the business requirements )

• Bachelor’s degree in Engineering or any other stream is a must.

Other Requirements

0-6 months previous experience in customer support

Not included in the source posting: about the role, benefits.

Skills

csshtml

Who can apply

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