On behalf of our client, we are seeking an experienced L1 Technical Support professional to deliver front-line technical assistance.
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.
GET IN TOUCH :
Please apply online or send your CV to
[Confidential Information]
For more details, feel free to reach out directly at :
WhatsApp: wa.me/6282137682541
