Job Description
Job Title: Executive – Senior Functional Associate
Location:
Gurgaon
Experience
6-8 year
Qualification
Graduate/Postgraduate in Commerce, IT, or Business Administration.
Role Summary
We are looking for seasoned functional experts to strengthen our Customer Service team at the L2 level. Unlike Team Leads, this role is non-managerial and focuses exclusively on advanced problem-solving, escalations, RCA, and domain-specific expertise. The L2 Associate will act as a subject matter expert (SME) for complex tickets and mentor L1 members, ensuring high-quality client support and reducing dependency on TLs.
Key Responsibilities
Location:
Gurgaon
Experience
6-8 year
Qualification
Graduate/Postgraduate in Commerce, IT, or Business Administration.
Role Summary
We are looking for seasoned functional experts to strengthen our Customer Service team at the L2 level. Unlike Team Leads, this role is non-managerial and focuses exclusively on advanced problem-solving, escalations, RCA, and domain-specific expertise. The L2 Associate will act as a subject matter expert (SME) for complex tickets and mentor L1 members, ensuring high-quality client support and reducing dependency on TLs.
Key Responsibilities
- Handle L2 escalations from L1 agents for ERP/ POS/ Inventory/ Procurement/ Finance modules.
- Perform in-depth RCA and provide resolution within defined SLAs.
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