Support and implementation Engineer (Channel )

1. Task Bridge & Support Ticket Management

• Respond to assigned support tickets within 15 minutes from the time of assignment.
• Maintain Target Repair Time SLA adherence of minimum 85% of total tickets assigned.
• Maintain Target Resolution Time SLA adherence of minimum 90% of total tickets assigned.
• Ensure reopened tickets remain below 5% of total tickets handled.
• Perform accurate ticket documentation, root cause analysis, and resolution notes for all assigned cases.
• Escalate critical issues proactively as per the defined escalation matrix.

2. Customer Response & Communication

• Acknowledge customer emails and inquiries within 15 minutes of receipt.
• Provide clear, timely, and professional communication to customers throughout the ticket lifecycle.
• Share regular status updates for open, pending, or delayed issues.
• Maintain high standards of customer satisfaction through effective issue ownership and follow-through.

3. Project Implementation & Delivery

• Complete assigned project milestones on or before schedule, with a target achievement of more than 80%.
• Deliver at least 80% of implementations within the committed project timelines.
• Participate actively in requirement analysis, configuration, testing, and deployment activities.
• Coordinate with internal teams (Product, QA, Infra, and Business) to ensure smooth project execution.
• Prepare and maintain project documentation, including implementation plans and handover notes.

4. Post Go-Live Support & Stability

• Limit issues raised within 30 days of deployment to fewer than 5 defects per project.
• Provide prompt post-go-live support to stabilize the solution and address early-stage issues.
• Conduct root cause analysis for post-go-live defects and support corrective and preventive actions.
• Ensure smooth transition from implementation to steady-state support.

5. Quality, Compliance & Continuous Improvement

• Adhere to defined support processes, SLAs, and internal quality standards.
• Contribute to knowledge base articles, FAQs, and standard operating procedures.
• Identify recurring issues and suggest process or product improvements.
• Demonstrate ownership, accountability, and a problem-solving mindset in day-to-day activities.