About the role
The role requires an individual who takes ownership to resolve customer issues and responds appropriately.
MAJORDELIVERABLES•Resolving tickets received from clients within definedSLA
•Coordinate with developers for the issues received in tickets to fix it forclients
•Follow up with other teams on the issues which require code change and informthe
clients accordingly
•Coordinate with US team to get input ontickets
•Regularly reviews incidentslogged
•Uses technical understanding to question and resolve issues raised byclients.
•Ensures all calls logged are clearly written so that any team member can understandthe
issue.
•Takes day to day responsibility for resolving issues through CRMtool.
•Understands and executes against agreed processes for implementingfixes/changes.
•Provides regular client and internal communication on assigned activity and incidents - highlighting any issues that might impact delivery in the defined timescales to Team Leader/SupportManager.
•Escalates to Team Leader/Support Manager when there are resource conflicts, orwhen
SLA's are at risk of not being met.
Skills & Experience (Essential)•Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
•Client interaction exposure
•Good communication skills, Verbal and Written both, is aMUST
•Please note that this role works on a rotational / US shifts andweekends
Skills & Experience (Desirable)•Able to share ideas with the team andself-confident.
•Go-getter and solution-oriented personality
•Very quick learner and keen to learn newthings
Personal attributes•A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways ofworking
•Willing to work in a fast paced, dynamicenvironment
•Ability to communicate both internally andexternally
•Ability to multi-task, work under pressure and to tightdeadlines
•Positive ‘can-do’ attitude, teamplayer
•Efficient andProactive