About the role
Opportunity
Highly motivated individual experienced in and committed to the field of Application/Technical Support.
The role requires strong communication skills, experience in providing customer support and
strong technical skills, having aptitude to troubleshoot issues, identify workarounds and
solutions, as well as juggle several tasks at a time
Your Responsibilities :
· 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
Skills & Experience Needed:
· 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.
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