L1 Technical Support

Description:

• 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 ü 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 ü Assignments as required and relevant by Management
• Achieve the KPIs

Requirements

• Min 3 years of experience in the related field
• 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 ü 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 ü 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.