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

Requirements

· 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

· 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.