**Role Purpose:**

Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and handle any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assures Help Desk Analyst (Level I Analyst) awareness.

**Job Responsibilities:**

+ Adhere strictly to shift schedule.
+ Flexibility to changes in shift schedules.
+ Provide comprehensive Customer/Technical support services to support center customers by phone and or email.
+ Take all steps to troubleshoot issues reported to them and resolve or escalate to next level of support.
+ Use all available Knowledge Management Tools during processing.
+ Take all necessary steps to ensure customer satisfaction at the end of the service.
+ Create and submit detailed call/email logs documenting cus...