Back to jobsResolve customer queries promptly and professionally, ensuring a high standard of customer service is consistently maintained.
Manage shift operations, including handovers, resource allocation, and ensuring coverage across all support hours.
Coordinate shift schedules and maintain shift rosters to ensure adequate staffing and smooth transitions between shifts.
Handle on-call issue management, including responding to urgent incidents outside regular hours, escalating as needed, and ensuring timely resolution.
Learn new technologies and products, staying updated with the evolving technology landscape to enhance support capabilities.
Work productively while maintaining exceptional standards in call and data quality.
Monitor personal support tasks and incoming work via ServiceNow, ensuring timely attention and resolution.
Review open tickets assigned for updates from requesters and ensure all communications are acknowledged within 24 hours.
Troubleshoot and resolve issues in line with agreed SLAs and personal expertise.
Escalate tickets appropriately to vendors, other teams, or support staff when resolution requires external or specialized input.
Ensure all assigned tickets are updated with clear status descriptions and progress notes.
Participate in shift handover meetings, documenting key updates, unresolved issues, and action items for the incoming team.
Maintain on-call logs and incident records, contributing to post-incident reviews and continuous improvement efforts.
