Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Post patching issue gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes;
Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.
Enable the users to handle activities on their own
Qualifications we seek in you!
Bachelor's / Graduation / Equivalent Preferred qualifications
Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments.
The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.
Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status
Ability to drive compliance & process adherence