Position Overview
- Ability to keep Customer at the forefront of all requests and advocate for the Customers needs at all times. Advocate for Customer Success
- Own and track tickets within SLAs
- Identify, resolve or manage the resolution of system issues
- Familiarity with multichannel service delivery and communications to handle service requests
- Supports internal clients with system admin tasks and product knowledge expert advice.
- Seek more information, by asking the right questions to collect information to assist and resolve the issue
- Communicate to all levels to ensure clients and management are informed of issue status and updates.
- Manage escalation to 2nd Line
- Improve, manage and update Knowledgebase
- Familiar working with automated system monitoring and applications across large networks
- Application Support is a 24 hours/ 5 days / 365 day a week responsibility for customers from multiple regi...