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  • Posted: Oct 20, 2021
    Deadline: Not specified
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  • Comviva is the global leader of mobility solutions catering to The Business of Tomorrows. The company is a subsidiary of Tech Mahindra and a part of the $21 billion Mahindra Group. Its extensive portfolio of solutions spans mobile finance, content, infotainment, customer value management, messaging, mobile data and managed VAS services. It enables service pr...
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    Application Support Engineer

    About the job

    Brief Role Description:

    As an engineer you will be required to:

    • Participate in local Ops Reviews
    • Support & coordinate in preparing RCAs with backend support team
    • Support & coordinate for all CRs to implemented on the system with Client & backend support team and L1 Team
    • Make configuration change or apply patch to meet customer requirements or resolve complaints
    • Drive Product and Process Quality Improvement
    • Minimizing Customer escalations proactively with proper customer response and updates
    • Analysis of Issue while escalating to L3 level/SMEs
    • Maintain Key Accounts - Governance Model and Mechanism
    • PPI score improvement
    • Overlook and intervene in Compliances : Case Resolution details update in the FAQ tool
    • Meeting First response time SLA , Using Ticketing Tool and Email and work with L1 team and SMEs on the same
    • Support Ticket Reduction (Normalized as Average number of tickets per installation)
    • Automation on the product/process to reduce manual efforts/misses

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Comviva on www.linkedin.com to apply

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