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You will be updated with latest job alerts via email• Act as a single point of contact for support requests from external and internal systems' users regarding issues and queries.
• Monitor and respond to open tickets submitted via different channels in a timely manner.
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Prioritize and manage multiple open issues at one time.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
• Follow up with issue reporter till closure of the issue.
• Conduct health checks of the system at agreed upon recurring intervals.
• Troubleshoot basic software issues and pull the logs for investigation.
• Execute DB scripts/extracts as needed.
• Develop an effective level of product knowledge to help him/her address customers’ issues smartly and quickly.
• Conduct trainings to users to ramp-up their knowledge.
• Successfully capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment.
• Respond to emergency situations and be on-call as assigned.
• Maintain and update technical documents and procedures, and ensure all incidents are properly logged.
• Report issues to external service providers and follow up.
• Administer internal system users and permissions.
Full Time