​​​​​​Job Description: 

• Provide World Class customer service through first call resolution and appropriate escalation of support issues. 
• Provide system availability information in the form of Service Alerts and Service Bulletins to the organization in order to minimize the impact of any outage or maintenance.
• Provide documented follow-up of problem resolution through closed call tracking tickets and knowledge base entries.
• Streamline the process of receiving, logging, escalating, and resolving support requests.
• Determine the level of severity (service effecting/revenue generating) of reported problems and escalate as necessary to minimize time to resolution.
• Accept ownership of tickets through to closure, problems through to resolution, and projects through to completion.  Document production processes and solutions to common problem in our knowledge management system.

Requirements: 

• Excellent communications skills. 
• Preferrably a graduate of IT related course. 
• At least 6 mons of phone support as CSR/TSR in a BPO company.