Responsibilities:

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

ü  Own and track tickets within SLAs

ü  Identify, resolve or manage the resolution of system issues

ü  Familiarity with multichannel service delivery and communications to handle service requests

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

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

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

ü  Manage escalation to 2nd Line

ü  Improve, manage and update Knowledgebase

ü  Familiar working with automated system monitoring and applications across large networks

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

ü  Be a part of a scheduled shift rotation

ü  Assignments as required and relevant by Management

ü  Achieve the KPIs : Helpdesk Ticket Metrics, Responsiveness, SLAs