Duties & Responsibilities:

• Resolving elevated customer tickets which are assigned by L1 team.
• Proven escalation management and leadership skills.
• Expanding product and technology expertise by working on "learning tickets".
• Able to multitask when several critical issues happen simultaneously.
• Quickly responds to incident alerts and support calls.
• identifies, and coordinates with teams that are critical to the event's resolution.
• Good understanding of Database.
• Understanding of APls.
• Strong communication skills with the ability to capture and articulate technical and non-technical details

Qualification, Experience & Technical Competencies:

Required Skill Set:

• Excellent verbal and written communication skills.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor.
• Should be a team player.
• Proficient in MS SQL, SEQ Logs, Ticket Management, Postman, CRM
• Must be a fast learner

Qualification & Experience:

• Intermediate or Bachelors will be preferred; 
• 5 - 6 years of handling L2 complaints in a fast paced high pressure environment in any industry preferably in Trade, Logistics, Freight Forwarding, Supply chain, Warehousing, Transportation sector, Customs etc.
• Must be able to work in shifts