IT
Job Description
- Deliver technical support for First Call Resolution (FCR) through phone and email communication, ensuring timely responses to both calls and emails.
- Conduct initial troubleshooting on all reported incidents, escalating issues to second-level resolver teams in accordance with established procedures.
- Provide timely updates to customers regarding the status of unresolved issues, adhering to targeted Service Level Agreements.
- Take ownership of cases and diligently follow up on reported issues until they are resolved, ensuring that all relevant information is accurately documented.
- Manage customer expectations effectively and inform the Team Lead of any unusual increases in calls of a specific nature.
- Oversee the initial classification and prioritization of incidents, tracking resolution progress and supplying regular updates on follow-up actions and incident statuses.