Posted:1 day ago|
Platform:
Work from Office
Full Time
Resolving ticketsreceived from clients within defined SLA
Coordinate withdevelopers for the issues received in tickets to fix it for clients
Follow up withother teams on the issues which require code change and inform the clients accordingly
Coordinate withUS team to get input on tickets
Regularly reviewsincidents logged
Uses technicalunderstanding to question and resolve issues raised by clients.
Ensures all callslogged are clearly written so that any team member can understand the issue.
Takes day to dayresponsibility for resolving issues through CRM tool.
Understands andexecutes against agreed processes for implementing fixes/changes.
Provides regularclient and internal communication on assigned activity and incidents -highlighting any issues that might impact delivery in the defined timescales toTeam Leader/Support Manager.
Escalates to TeamLeader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.
Experience onOracle or Microsoft SQL server database - Certification preferred but not must
Client interaction exposure
Goodcommunication skills, Verbal and Written both, is a MUST
Please note thatthis role works on a rotational / US shifts and weekends
Able to shareideas with the team and self-confident.
Go-getter andsolution-oriented personality
Very quicklearner and keen to learn new things
A continualdesire to go above and beyond to resolve customer issues within SLAs andsuggest more efficient and effective ways of working
Willing to workin a fast paced, dynamic environment
Ability to communicateboth internally and externally
Ability tomulti-task, work under pressure and to tight deadlines
Positive can-doattitude, team player
Efficient and Proactive
Exxat Systems
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