Maintain service level agreement for new cases.
Assign Cases out to the appropriate Engineers within the defined SLA.
Provide accurate response on Severity issues, expired and misroute cases
Work hand in hand with the Team Managers in identifying engineers who can work on providing accurate solution to customer issue and escalated cases.
Ensure callback expectations are met and not missed for abandoned cases in queue.
Work with DMs in other support groups to get customers the right support team when required
Address issues via all available modes of communication like phone lines, email alias and communicator.
Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations
Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the callbacks. Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customers issue.
Take an active role in identifying changes that could improve our level of service for customers
Engage managers during high customer impact situations