Duties and Responsibilities
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps via phone or e-mails.
- Improves client references by writing and maintaining documentation.
- Create service tickets for proper coordination to technical department.
- Investigating and diagnosing incidents and researching solutions.
- Providing status on service request to customers.
- Escalating incidents and service requests to the next level of support.
Requirements
Education Vocational Diploma/Short Course Certificate, Bachelor's/College Degree Experience Minimum of 1 Year
- Pay attention to details
- Have business awareness
- Consistency of tickets and email update
Personal
Characteristics
- Active listening on complaint and work to find an effective solution.
Specific Trainings If Needed For The Job
Key Performance Measurement Indicators
- Successful closed tickets within 2 days from service done date.
- Resolve daily tickets within 3 days SLA.
