Technical Support Specialist - L1

· 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.
· 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.#J-18808-Ljbffr