Purpose of the Role-
With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.
Main Responsibilities –
Provides timely responses to first-level technical issues via phone calls and emails Manages client inquiries and accurately documents incidents via an online case management toolPerforms troubleshooting to diagnose root causes and resolve issues quickly and effectively Performs testing to ensure that the solution is successfulResponds to client inquiries within SLA targets Escalates more complex issues to 2nd level supportQualifications -
Experience Education:
Experienceo Diploma or equivalent
o Entry level no experience required
o Languages
o Fluent in location required language(s)
o Knowledge, skills, and abilities (KSAs)
o Skill development ability for delivery of IT support including business software applications.
o Ability to ask open-ended questions and active listening.
o Ability to perform basic troubleshooting.
o Strong customer service skills.
o Critical thinking skills.
o Ability to work in a global, multicultural environment.
o Clear communication skills, both written and verbal.
Qualifications -
Experience Education:
Experienceo Diploma or equivalent
o Entry level no experience required
o Languages
o Fluent in location required language(s)
o Knowledge, skills, and abilities (KSAs)
o Skill development ability for delivery of IT support including business software applications.
o Ability to ask open-ended questions and active listening.
o Ability to perform basic troubleshooting.
o Strong customer service skills.
o Critical thinking skills.
o Ability to work in a global, multicultural environment.
o Clear communication skills, both written and verbal.