• Role is of a technical analyst that is responsible for Inside/Power front chat product
• Responsible for configuration and administration of this product
  • Channels
  • Users and roles
  • Routing rules
• Ensure functioning of the tool across channels such as Dotcom, SBA, Quill, HI touch, Southwest, SPP, etc.
• Ensure both reactive and proactive pathways are functioning
• Responsible for addressing requests arriving at the 'Chat analyst' inbox
• Works on issues, INCs reported on the tool.
• Coordinates with vendor Power front on product level issues.
• Integration aspect could be out of scope and will be taken care by current engineering resource.

To execute continuous improvement activities, work on root cause analysis, and provide technical assistance to resolve customer issues.

(1.) To troubleshoot and resolve critical and complex tickets.

(2.) To create the root cause analysis for critical issues/faults (hands on working).

(3.) To implement any necessary preventive measures to reduce future defects.

(4.) To provide technical assistance to the team members in resolving customer issues.

(5.) To execute continuous improvement activities and to improve the team s performance.

Skills

• Ideal: Prior experience with Inside/Power front chat product; delivered job duties listed above
• Acceptable: Prior experience with any chat tool; and delivered job duties listed above