Responsibilities
- Address client inquiries received via phone, email, chat, or service portal
- Develop an understanding of individual clients and their specific systems and workflows
- Gain proficiency in standard software, devices, and hardware used across supported environments
- Log all service requests accurately in tracking tools following established protocols
- Maintain performance scores in line with agreed timelines, service levels, and targets
- Resolve support issues independently or escalate according to defined policies
- Document incidents, issues, and their resolutions in appropriate logs
- Provide timely updates and follow-ups to clients on ticket status
- Forward customer feedback, suggestions, or escalated concerns to relevant internal teams
- Propose enhancements to existing processes and operational procedures
