Job Description

Primary Scope

- Assign Incidents to the On-site Team and track incidents to closure.

- Perform case appointment and manage the Call Agents.

- Review agents daily ageing tickets.

- Perform Desktop Support services that include receiving, prioritizing, documenting and actively resolving end user help requests and escalate incidents when necessary to maintain customer satisfaction and SLA expectations.

Responsibility

- Answer incoming calls and respond to customer’s emails

- Management and resolve customer complaints

- Identify and escalate issues to supervisors

- Provide product and service information to customers

- Research required information using available resources

- Research, identify, and resolve customer complaints using applicable software

- Route calls to appropriate resources

- Document all call information according to standard operating procedures

- Follow up customer calls where necessary

- Complete call logs and reports

- Other duties as assigned, resolve Help Centre service request.

- Perform walk-in staff support and ensure incidents are resolved within SLA.

- Perform technical escalation.

- Perform troubleshooting and resolution to address various endpoint related issues.

- Escalate to Team Lead when walk-in volume spikes