Job Description
Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
Own and track tickets within SLAs
Identify, resolve or manage the resolution of system issues
Take calls and service ticket requests on a ticket system
Supports internal clients with system admin tasks and product knowledge expert advice.
Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist
Communicate to Level 1, 2, 3 teams keeping clients and management informed
Manage escalation to 2nd Line
Updating and managing Knowledgebase
Familiar working with automated system monitoring and applications across large networks
Technical Support is a 24 hours/ 5 days a week responsibility for customers around the world
Be a part of a scheduled shift rotation
Assignments as required and relevant by Management
Achieve the KPI...