Analyst- Real Time Management

Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. 

Role and KEY Responsibilities

· Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.

· Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.

· Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.

· Document all incidents using the service management suite and notify impacted stakeholders.