Job Description & Requirements
Job Description & Requirements
Job Summary
Provide first-level technical support by resolving customer issues via phone and email, performing troubleshooting, escalating incidents appropriately, and maintaining clear communication until resolution.
Responsibilities
- Deliver First Call Resolution (FCR) technical support through phone and email, ensuring timely responses to customer inquiries
- Perform first-level troubleshooting on reported incidents to identify and resolve issues promptly
- Escalate unresolved incidents to second-level resolver groups following established work instructions
- Maintain ownership of cases by tracking progress and ensuring accurate, complete information is recorded until issue closure
- Provide timely updates to customers on the status of outstanding issues within targeted Service Level Agreements (SLAs)
- Manage customer expectations by communicating clearly and notifying Team Lead of unusual surges in call volume or incident types
- Classify and prioritize incidents initially to facilitate efficient resolution workflows
- Track resolution progress and provide regular updates for follow-up actions and incident status
- Perform other ad-hoc duties as assigned to support team and operational needs
