Job Descriptions

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Ability to always keep Customer at the forefront of all requests and advocate for the Customer’s needs. Advocate for Customer Success

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Own and track tickets within SLAs

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Identify, resolve or manage the resolution of system issues

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Familiarity with multichannel service delivery and communications to handle service requests

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Supports internal clients with system admin tasks and product knowledge expert advice.

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Seek more information, by asking the right questions to collect information to assist and resolve the issue

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Communicate to all levels to ensure clients and management are informed of issue status and updates.

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Manage escalation to 2nd Line

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Improve, manage and update Knowledgebase

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Familiar working with automated system monitoring and applications across large networks

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Application Support is a 24 hours/ 5 days / 365 day a week responsibility for customers from multiple regions.

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Be a part of a scheduled shift rotation

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Assignments as required and relevant by Management

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Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs

Job Requirements

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2+ year of experience in a relevant customer service or technical support position.

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Demonstrated soft skillsets such as teamwork, critical thinking, positive attitude, etc.