Address
Form of work[24]7.ai uses artificial intelligence, human insight, and deep vertical expertise to produce personalized, consistent, and satisfying customer experiences. The company's advanced conversational AI platform, combined with more than 20 years of contact center operational expertise, empowers the world's largest and most recognizable brands to deliver natural, frictionless conversations across all digital and voice channels.
No matter what industry, the measure of success is in the numbers. At [24]7.ai, we understand the challenges that are top of mind for customer-centric organizations—and we know how to deliver results. Our solutions and services are purpose-built to make an impact on the metrics that matter most: CSAT scores, revenue, and ROI. See what kind of measurable impact you can be a part of.
Our promise is to out-perform on every metric for our customers.
- >70% Service Automation
- 20%+ Cost Per Contact Savings
- Commercial model aligned to customer value
- 10+ year average customer tenure*
- 97% CSAT
- 150+ Enterprise customers
We are a global leader in technology, contact center operations and great place to work, recognized by industry analysts:
- Leader in Forrester Wave for Conversational AI 2021
- Leader in Ovum Intelligent Virtual Assistant 2021
- Leader in Everest CXaaS 2021
- India's Best Workplaces for Women 2021
- Top 20 Best Places to Work for Women (Guatemala)
- Philippines Best Employer Brand Award 2020
At [24]7.ai, you will find a team of people who are passionate about using artificial intelligence, machine learning, and human intelligence to help some of the world’s leading brands connect with their customers.
Lead - Enterprise Solution Support / Enterprise Solution Support Analyst – 3
Job Location: Bangalore
[24]7.ai is redefining how artificial intelligence, human insight, and deep vertical expertise can produce personalized, satisfying customer experiences across all channels. Our advanced conversational AI platform predicts consumer intent and creates frictionless interactions that helps the world’s largest and most recognizable brands to strengthen customer relationships and increase brand loyalty. With more than two decades of contact center operations expertise, [24]7.ai empowers companies to deliver natural, consistent conversations that increase customer satisfaction while lowering costs. For more information, visit: www.247.ai
We are looking at hiring an Enterprise Solution Support Lead, to deliver the following:
Description: Functions as the first point of contact for users.
Responsibilities:Additional support:
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed Service as quickly as possible
- Assign unresolved Incidents to appropriate Tier 2 Support Group
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents’ status at agreed intervals
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Provide first-line investigation and diagnosis of all Incidents and Service Requests
- Verify resolution with users and resolve Incidents in ITSM tool
- Escalate Major Incidents to the Incident and/or Problem Manager
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
- Owns all Incidents and Service Requests throughout the lifecycle
- Ensure 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 assigning incidents within a group or division
- Responsible for communicating with the process manager. Directly works with Tier 2 Support to ensure proper recording of incidents
- Determines if an incident needs to be escalated according to priority and severity of issue.
- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
- Identify Incidents for review
- Participate in Incident review following major Incidents
- Identify potential problems and/or increasing trend of repetitive Incidents
- Escalate all process issues to the Incident Manager
- Work on tickets in JIRA as per assignments
- Assignment of tickets/issues to the right stake holders ( Internal and External)
- Ad hoc reports ( Internal/ External / Ad hoc)
- Notify external/internal Stake holders on Change management notifications
- Preparing Client weekly trackers
- Check and review Client notifications
- Support in L1 Analysis of all production incidents
- Prepare initial RCA for Sev-1s
- Prepare the necessary trackers /data required for Ad hoc stake holder meetings
- Responsible for managing life cycle of incidents
- Perform initial severity assessments and mediate and severity assessment disputes. Escalate to team lead as appropriate.
- Responsibility for ensuring that incident information is communicated effectively and clearly to the proper Technology teams, business contacts, and management
- Responsible for the driving, oversight and direction of the Incident resolution efforts. Ensuring timely response to major incidents, the proper documentation of those incidents.
- Ensure that incidents are escalated and facilitated to enable efficient and timely service restorations
- Ensure the correct technical staff is working on an incident
- Escalate issues during the issue resolution
- Be an advocate for its customers when issues arise
- Work with respective support teams for Incident investigation and diagnosis
- Understand and manage client expectations to ensure strong client service and satisfaction by meeting the needs of clients in a complete and timely manner.
- Minimize the impact of Incidents that cannot be prevented
- Facilitate the restoration of service. Facilitate discussions and identify resulting action items.
- Facilitate and support lessons learned reviews and track RCA and remediation items.
- Interfaces with all levels of management to negotiate incident priorities and outcomes
- Adhere to predefined Incident Management Process
- Ensure quality of service of this 24x7 function
- Maintaining information about Known Errors and Workarounds
- Will help determine new methods and develop new procedures for accomplishing work
- Identify communication gaps among business and Infrastructure teams and escalate to team lead
- Assist with the development of incident process documentation & incident reports
- Assist in measuring and improving, information and experience within incident management
- Routinely reviews critical success factors and key performance indicators that are specific to the execution of the incident management process.
- Educate users and the technology community about IM services
- Reporting and metric measurement
- Quality of handling incidents (communication, coordination, adherence to process)
- Percentage reduction in the outage time of Incidents affecting service to Customers
- Number of Incident resolved through the Incident Management process
- Bachelor’s degree in science
- ITIL Certification (Desired)
- Knowledge of MS office (Excel/ PPT- preferred)
- Experienced in defining criteria for Incident Management
- Strong communication skills
- Ability to multi-task in a fast-paced environment while prioritizing work items appropriately.
- Self-motivated, self-confident team player that can work well in a fast-paced environment. Quick on ones feet, fast thinker
- Ability to understand and communicate high level technical concepts
- Process driven; leverage existing sustain processes to efficiently execute duties
- Excellent communication both written and verbal. Facilitation, and elicitation skills to communicate with stakeholder groups
- Basic understanding of ticketing systems and workflow
