The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
Provide First Call Resolution (FCR) technical support via phone and email
Ensure calls are answered and emails are responded in a timely manner
Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions
Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
Maintain ownership of cases and follow-up on reported issues until closure and gather and complete relevant information is recorded
Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature
Handle initial classification/ prioritization of the incidents
Track the pro...
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