Technical Support Specialist - L1

· 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.

· 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.