PURPOSE OF JOB :
Provide functional and / or technical support for resolution of customer problems, incidents, issues, requests and queries.
Liaise with other support teams, or product teams as required to resolve requests / issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
Primary responsibilities are focused on customer contact, not transaction processing.
Responsibilities + Skills
Develops and maintains an understanding of customer Service Level Agreements and department's / product's key performance requirementsDevelops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-
Receives and logs internal and / or external customer problem / request / issue and ensures proper documentationPerforms customer request / problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems / requests / issues are communicated effectively and receive proper management attentionDevelops and maintains knowledge of customer and customer specific business environment