Responsibilities
- Investigate, analyze, and resolve customer issues promptly while keeping clients informed about progress, obstacles, and expected timelines.
- Address customer inquiries by identifying the nature and probable causes of problems, suggesting corrective measures, or guiding users through resolution steps.
- Follow up with customers to confirm that implemented solutions meet expectations and recommend additional actions when needed.
- Serve as a triage agent on rotation, reviewing incoming cases to verify completeness of documentation and information, then assigning them appropriately based on team structure and updating case statuses.
- Identify potential root causes of reported issues by looking beyond surface symptoms to uncover underlying problems and suggest solutions to prevent recurrence.
- Respond to system alerts generated from customer environments as part of ongoing monitoring.
- Carry out daily administrative tasks for cloud-hosted and on-premise remote-administered customer systems.
- Manage all assigned support cases within defined SLA timeframes for response.
- Develop and maintain knowledge base content specific to a designated technical area.
- Collaborate with internal teams to address and resolve urgent, critical, or complex technical issues and inquiries.
- Participate in an on-call rotation and perform after-hours system maintenance as required.
Work Arrangement
Hybrid — Chennai, India
Work Arrangement
Hybrid — Chennai, India
