· 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 KPIs
Requirements
· 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
· Fluent in English language both written and oral
· Additional languages will be beneficial
· May be required on occasion to work outside standard working hours
· Candidates must be eligible to work and live in the country of employment.