JOB SUMMARY

On behalf of our client, we are seeking an experienced L1 Technical Support professional to deliver front-line technical assistance.

JOB DESCRIPTION

• Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
• Own and track tickets within SLAs.
• Identify, resolve or manage the resolution of system issues.
• Take calls and service ticket requests on a ticket system.
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist.
• Communicate to Level 1, 2, 3 teams keeping clients and management informed.
• Manage escalation to 2nd Line.
• Updating and managing Knowledgebase.
• Familiar working with automated system monitoring and applications across large networks.
• Technical Support is a 24 hours / 5 days a week responsibility for customers around the world.
• Be a part of a scheduled shift rotation.
• Assignments as required and relevant by Management.
• Achieve the KPIs.

JOB REQUIREMENTS

• Min 3 years of experience in the related field.
• Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
• Own and track tickets within SLAs.
• Identify, resolve or manage the resolution of system issues.
• Take calls and service ticket requests on a ticket system.
• Supports internal clients with system admin tasks and product knowledge expert advice.
• Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist.
• Communicate to Level 1, 2, 3 teams keeping clients and management informed.
• Manage escalation to 2nd Line.
• Updating and managing Knowledgebase.
• Familiar working with automated system monitoring and applications across large networks.
• Fluent in English language both written and oral.
• Additional languages will be beneficial.
• May be required on occasion to work outside standard working hours.
• Candidates must be eligible to work and live in the country of employment.

GET IN TOUCH :

Please apply online or send your CV to Talent@mcs-global.com

For more details, feel free to reach out directly at :
WhatsApp: wa.me/6282137682541