·         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