- Support customer for level 1 issues by using technical expertise on call, through remote session or by physically visiting.
- Religiously follow defined Standard Operating Procedures & Process Flow
- Use automated system to manage and track support tickets.
- Update proper solutions in ticketing system
- Ensure the assigned ticket is closed within the pre-defined escalation
- Provide high quality of service to all customer by on-time support
- Should focused on minimum input & maximum output
- Train Customers on the software & services to ensure customer understanding on product / services
- Update weekly productivity sheets and tasks documents required
- Work in rotating shifts including evening shifts, week-ends & public-holidays.
- Coordinate with other team member to ensure customer requirement is met
- Coordinate with Technical Team for 3rd level support and ensure on-time achievement of raised problem
- Give high value to solving the issue without physically visiting on-site
- Promptly record, report & escalate customer issues, complaints & suggestions
- Completes, maintains, and processes pertinent paperwork and records.
- Ensure on-time tickets completion & attendance to customer queries without any delay
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