Responsibilities:

• Provide first level support through the effective management of all incoming customer tickets and queries. This includes, but is not limited to:
• Gather all pertinent information from customers to ensure a full understanding of the query and/or issue raised
• Provide in-depth analysis including testing, resolution where applicable & updating the customers timely
• Manage all incoming calls and emails
• Screen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools
• Track all calls and their status
• Escalate and/or redirect queries and/or issues as required to the appropriate internal team(s) and/or vendor(s)
• Provide timely updates to the customer regarding the status of their queries and/or issues
• Manage Major Incidents by following major incident management process & communication...