Process Associate Job at HCLTech (Hyderabad) | Apply Now

Job Summary

A Triage Analyst acts as the first line of defense for ensuring the health of an ad ecosystem. Their primary goal is to identify, categorize, and prioritize publisher raised tickets based on the severity and route them to the correct teams within stipulated timelines.

Key Responsibilities

• Identify the ticket nature and categorize based on the given workflows.
• Make sure tickets are assigned to the right team considering the bandwidth and technical expertise.
• Stay on top of hangout groups and provide quick responses to various teams across the globe regarding their queries on workflows, routings, and assignments.
• Quickly understand workflows and implement them in day-to-day activities.
• Investigate and follow up appropriately, or make judgments and escalate when necessary.
• Maintain clear tracking of publisher raised tickets and escalate complexities to the managers.

Skill Requirements

• Good written and verbal communication skills. You can explain "how-to" steps without using confusing jargon.
• Familiarity with basic HTML/CSS/Spreadsheets.
• Excellent written and speaking skills.
• A genuine desire to help others and the ability to remain calm and positive under pressure.
• Comfortable learning new software quickly.
• Should be flexible to work 24*7 (in any shift based on business requirements).
• Bachelor's degree in Engineering or any other stream is a must.

Other Requirements

0-6 months previous experience in customer support.