Job Description

Essential Job Functions:

• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or client's CRM in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the client platform by providing necessary advice and/or walk-through.
• Identify self-service documentation gaps and create Knowledge Base Articles to help the customer.
• You will provide support for client customers by managing multiple cases daily.
• You will assist peers with their cases.
• You will participate in User Acceptance Testing (UAT).

Qualifications:

• Any IT or Engineering graduates from a recognized university.
• Technical background and an ability to learn and absorb technology quickly.
• Great written and verbal communication skills
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to communicate effectively with people at all levels.
• The ability to have difficult conversations with customers.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Basic understanding of ITIL Skills and business processes.
• 3 - 5 years working within an IT environment
• The ability to work as part of a team and on their own initiative.

Desired requirements

• A good understanding of the client's platform is an advantage
• Experience with using and troubleshooting SaaS applications.

Note:

• You should be willing to work on rotational basis for weekend shifts, holidays and/or on-call as needed.

Skills Required