The main purpose of the job is to communicate with the clients and provide first-level support to all client-related issues.

Key Responsibilities 

1. Ticket Management and Communication with clients

• Prioritization of tickets as per the criticality and SLA Document. 
• Proactively respond to client queries, requests, and client grievances. 
• Keep the management team informed of critical client situations. 
• Regular reporting and communication with the Internal team members. 
• Follow up with the clients to ensure that the tickets are timely addressed and resolved.

2. Call Management 

• Set up audio/ video call (zoom meeting or teams meeting) if needed. 
• Deal with clients politely and achieve client satisfaction.

3. Monitoring and Testing 

• Monitoring EOD jobs. 
• Analyzing/Replicating client issues by testing different scenarios and follow-up it’s life cycle.

4. Release Fix/Enhancement 

• Coordinate with the PM team and patch management team to release the clients’ reported tickets. 
• Notify the client about the release to UAT and PROD versions.

5. Reporting 

• Prepare a weekly report on overall tickets, and their status and filter out critical priority tickets raised, and alert the team. 
• Circulate weekly reports to the management team.

6. Team Management 

• Train newly hired resources about job responsibility and share project and client knowledge. 
• Conduct team meetings on a regular basis and keep team skills up to date.

7. Documentation 

• Preparation of the documents as per the requirements of the clients. 
• Assist team in internal documentation.

Besides offering a stimulating learning experience and competitive pay, Pioneer also offers many benefits and perks including:

• 5 working days/week
• Lunch Allowance
• Travel Allowance
• Festival Allowance
• Paid Leaves
• Social Security Fund
• Accidental & Medical Insurance Coverage
• Global Exposure