Job Responsibilities

• Act as the first point of contact and first line of defense for APAC local offices, responding to CRM (Kapta) and CLM (Sirion) inquiries and tickets; attempt to resolve 100% of resolvable requests/incidents at first contact within established time thresholds, and upscale when required to the appropriate team.

• Track all requests for service, changes, and information in the centralized support database system (ServiceNow) and in the relevant Kapta/Sirion workflows; ensure relevant information is captured, categorized, and documented to support efficient turnaround and to identify solutions that help reduce repeat tickets.

• Escalate non-routine service requests or incidents to, or communicate with, the next appropriate level of support (e.g., product owners, IT support, and third-party vendors) to identify and provide solutions, coordinating status updates back to local offices.

• Collect data a...