Job Description
Description
of Responsibilities:Addresses and resolves reported non-major incidents and requests; logs all incidents and requests in ServiceNow. Reassigns tickets to other support groups where First Call Resolution is not possible.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Responsible for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
Works shift patterns as assigned to support associates and internal customers 24x7x365.
Documents all relative case information in S...