Partner Service Desk & OTTO Associate
Tata Consultancy Services - Milford, OH
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TCS, a global leader in IT services, consulting, and business solutions, leverages technology for business transformation and helps catalyze change.**Manage Media content through specific workflow based OperationsMonitor, reconcile and QA contentAdept with all Client tools to make required changes to contentWritten and verbal communication with Clients and Network PartnersTriage issues and work with cross functional teams for escalating, mitigating or troubleshooting issuesRule, Analysis, and Knowledge based decision makingEnd to end ownership, tracking and reporting of issuesEscalate and communicate issues on time and handle escalated issues and work closely with customer internal, cross-functional teams and vendors/providers to resolve network/video issuesWork on all reconciling and monitoring workflows within the specific turn around time and with excellent qualityAdherence to productivity as per Contract - like but not limited to Daily volume thresholds (number of tasks - airing/ticket/media asset) ASR - average speed of response AHT - average handle time MTTR - mean time to resolveAdherence to Quality and CSAT metrics as per ContractAdded focus on customer experience(written and verbal) while communicating with internal stakeholders/Network PartnersInvestigate and provide resolution for cases/tickets concerning assets on customer platformsOffer solutions and/or fixes for issues Involved in testing of new tools and dashboardsActive awareness of multiple simultaneous case tickets with meticulous attention to detailAbility to provide insights, RCA's(root cause analysis) and suggestions based on observations from the end customers and their experience Collect data from various sources and organize in defined templates and tools for further reportingCreate/update standard operating procedure documents**3+ years of professional experiencePrior experience in a live operations/time sensitive environmentWilling to work in 24/7 shifts, different schedules and weekends (must have)Excellent communication and interpersonal skillsAbility to work independently and as part of a teamAbility to work under pressure and meet deadlinesStrong analytical and problem-solving skillsHigh attention to detail and ability to investigate, troubleshoot and document difficult cases/issuesOutstanding customer service skills and dedication to providing exceptional customer careAbility to perform data gathering by asking relevant questions
Created: 2024-10-13