Customer Support

Main responsibilities

Provide front line support and act as primary contact for clients.

Log all questions, incidents, problems and requests with accurate and complete information

Research and respond to all calls, e-mails, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures

Perform first level technical troubleshooting and problem solving.

Fulfil reporting, data extraction and application configuration requests

Escalate requests and incidents to the next level of tier support based on established guidelines and procedures

Provide ongoing, regular updates to customers to keep them appraised of progress toward problem resolution.

Support internal project and development teams during new product releases roll out

Drive continual improvement into monitoring/measurement/alerting practices and tools.

Work in alternating shifts with earliest ...