The role requires an individual who takes ownership to resolve customer issues and responds appropriately.
- Resolving tickets received from clients within definedSLA
- Coordinate with developers for the issues received in tickets to fix it forclients
- Follow up with other teams on the issues which require code change and informthe
clients accordingly
- Coordinate with US team to get input ontickets
- Regularly reviews incidentslogged
- Uses technical understanding to question and resolve issues raised byclients.
- Ensures all calls logged are clearly written so that any team member can understandthe
issue.
- Takes day to day responsibility for resolving issues through CRMtool.
- Understands and executes against agreed processes for implementingfixes/changes.
- Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/SupportManager.
- Escalates to Team Leader/Support Manager when there are resource conflicts, orwhen
SLA's are at risk of not being met.
- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
- Client interaction exposure
- Good communication skills, Verbal and Written both, is aMUST
- Please note that this role works on a rotational / US shifts andweekends
- Able to share ideas with the team andself-confident.
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn newthings
