Record customer support calls by receiving calls, taking call details, responding to emails and inputting call and email information into a call/ticketing tracking system.

Provide functionality support by interpreting customer enquiries, gathering information to investigate, provide information regarding system-processing options, functions and techniques.

Provide customer follow-up by keeping track of open cases, keeping Senior Customer Support Consultant/Manager updated, and keeping customers informed of the /cases/tickets status.

Escalate /cases/tickets to the next level, L2 or L3 after exhausting all avenues.

Maintain customer files by updating and closing all call records, as problems are resolved/closed.

Escalate Level 2 or 3 cases/tickets accordingly and follow-up on the escalation cases/tickets (L2 or L3), keeping customers periodically informed of the /cases/ticket status.

Prepare periodical reports/statistical reports as require...