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.

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