Job Role:
* You will be responsible for delivering top-notch support for our client platform, ensuring a positive user experience.
* Log cases on the IT Service Desk and maintain records of software / hardware issues detected.
* Provide initial triage technical support by answering customer inquiries, resolving problems, and providing product information via case, phone or email in a timely efficient manner.
* Represent colleagues in Global Forums in Transfer of Information (TOI) and other training sessions.
* Escalate to internal or external support resources and Subject Matter Experts when necessary.
* Support users in the use of the client platform by providing necessary guidance and/or walkthroughs.
* Manage multiple cases daily.
* Assist colleagues with their cases.
* Participate in User Acceptance Testing (UAT).
Necessary Skills and Qualifications:
* Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desirable.
* A good understanding of ticketing platforms is advantageous.
* Experience with using and troubleshooting SaaS applications.