· 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 · 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.