Description
2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
Job Types: Full-time, Contract
Contract length: 12 months
Pay: Up to $2,500.00 per month
Benefits:
- Health insurance
Schedule:
- Day shift
Supplemental pay types:
- Overtime pay
Experience:
- First Call Resolution: 2 years (preferred)
- first level troubleshooting: 1 year (preferred)
Work Location: In person