Responsibilities

• Participate in resolving customer issues in a timely manner, ensuring alignment with service level agreements (SLAs).
• Record and track issues in the ticketing system from creation through to resolution and closure.
• Monitor open tickets, escalating unresolved issues to the appropriate teams or vendors, particularly those with high or critical severity levels.
• Collaborate with vendors to ensure quick resolution of critical issues within SLAs.
• Implement preventive measures to reduce recurring customer issues and enhance product reliability.
• Support operational delivery and participate in User Acceptance Testing (UAT) for new product releases and updates.
• Help improve customer support processes and documentation to ensure better service delivery.
• Conduct training for new clients and offer refresher sessions for existing clients on how to use the ticketing system, particularly when there are ...