Job Description
Role Purpose
Responsible for resolving incoming telephone and email requests within the agreed service levels as well as handling Level 1 escalations including medical emergency situations and any customer escalations. In addition, he/she is responsible for assisting the Team Lead in the daily monitoring of support issues reported by the field and assuring Help Desk Analyst (Level I Analyst) awareness.
Job Responsibilities
- Adhere strictly to shift schedule.
- Flexibility to changes in shift schedules.
- Provide comprehensive Customer/Technical support services to support center customers by phone and or email.
- Take all steps to troubleshoot issues reported to them and resolve or elevate to next level of support.
- Use all available Knowledge Management Tools during processing.
- Take all necessary steps to ensure customer satisfaction at the end of the service.
- Create and submit detailed call/em...