Job Description
Overview
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.
Responsibilities
- Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
- Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
- Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
- Understand and respond to feedback from ticket quality reviews
- Monitor announcements to ensure you have the latest information regarding outages and procedure updates
- Work to defined shift patterns including lunc...
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.
Responsibilities
- Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
- Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
- Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
- Understand and respond to feedback from ticket quality reviews
- Monitor announcements to ensure you have the latest information regarding outages and procedure updates
- Work to defined shift patterns including lunc...
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