Administrator (Support & Operations)

As a Support & Operations Administrator, you will independently resolve tickets and provide on-call support while performing root cause analysis to ensure positive customer outcomes. You are expected to adhere to quality standards, regulatory requirements, and company policies at all times. The role involves working on value-adding activities such as maintaining and updating the knowledge base, training new team members, and coaching analysts. You will be responsible for resolving tickets within agreed SLAs for both volume and time targets. Ensuring a positive customer experience through first call resolution and minimizing rejected resolutions or reopened cases is a key focus of this position.