• Roles and responsibilities of SME/TC.• Assisting associates in order to deliver the best possible resolution to customers.• Ensuring the team has a clear idea on the tickets being handled.• Making sure to close quality coaching and track the completion of monthly PKT’s.• Keep a track on schedule adherence.

• Handling safety concerns of customers through chats and emails(queue).• Ensuring the tasks within the process to be with 100% quality.• Responsible for resolving the tickets based on priority/severity.• Made outbound calls to the customers for updating, verifying and processing of the transactions/tickets.• Verified resolution and information with users in the tool.• Ensured that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements• Responsible for identifying the issue and assigning to the team responsible.• Determined if a ticket needs to be escalated according to severity of the issue.• Ensured that tickets assigned to their Support groups are resolved and that service is restored.• Monitored and managed workload in their respective queue.• Ensured the closure of all resolved and end-user confirmed ticket records.