About the Role / About the Job:
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In this position, you will serve as the first line of support, responding to and managing inbound requests from customers through phone or email. Your primary responsibilities include recording and categorizing incidents, prioritizing and tracking customer requests, and implementing basic break-fix tasks for non-complex issues. You will seek to resolve 70%-80% of user problems before escalating unresolved incidents to the Level 2 support group, following documented escalation procedures. You will also gather information to analyze customer issues and ensure optimal hardware and software setups.
Key Result Areas & Responsibilities:
- Provide First Level Support for customers through phone, e-mail, and remote access, offering real-time analysis of customer requests and problems.
- Respond in real-time to questions and resolve limited complexity problems.
- Transfer complex issues to In-house Second Level Support as needed.
- Maintain regular communication with customers regarding the status of their requests and the progress of solutions.
- Document all customer communications and procedures in the issue ticketing system, ensuring thorough documentation in the company's tracking system.
- Set up and configure test environments to duplicate issues and assist in the preparation of customer communication reports.
- Build and maintain excellent working relationships with customers at all times.
- Keep up-to-date with technical knowledge and company product information.
- Create necessary documentation for support and training purposes.
- Exhibit flexibility in working long hours and managing high-pressure situations, and be willing to work in a 24x7 environment.
Job Requirements:
- A degree in Computer Science or a related field with 4+ years of experience in a customer support role; prior experience in the banking or warehousing industry is desirable.
- Exceptional verbal and written communication skills with strong interpersonal abilities.
- Strong analytical and problem-solving skills, multitasking capabilities, and good organizational skills.
- Detail-oriented with a focus on persistent execution and follow-up tasks, capable of leading and working effectively in a team.
- Conduct oneself professionally at all times, demonstrating sound judgment in dealing with business information.
- Demonstrated enthusiasm and support for company objectives, with trustworthiness and credibility.
- Experience in setting up database servers, application servers, and reporting servers.
- Proficiency in operating systems (MS platforms - Windows 11, SERVER 2015), database systems (MS SQL 2022, Oracle 19C), and application systems (IBM Websphere, JBoss).
- Working knowledge of programming languages such as Java, .NET, and C# is desirable, with an ability to communicate and collaborate effectively in a multicultural, international environment.
Benefits and Inclusivity:
We are an equal opportunity employer committed to promoting diversity and creating an inclusive work environment free from prejudice, discrimination, and harassment. All employees should feel a sense of belonging, and we warmly welcome applications from individuals of all genders, ages, races, ethnic origins, social and cultural backgrounds, religions, disabilities, and sexual orientations.
