SME-Customer Support

Key Responsibilities Coordinate with academic, operations, LMS, and customer support teams to ensure seamless workflow. Analyze performance metrics, identify gaps, and implement corrective action plans. Ensure timely resolution of queries while maintaining high customer satisfaction standards. Handle L2 and L3 escalations (Calls/Chats/Emails/Groups) effectively and ensure proper resolution. Fetch and review Daily Productivity Reports for pending tickets and queries. Audit tickets and escalation?