Application Tech Support Practitioner

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Responsibilities

• Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat.
• Document incident and service requests in Client’s ticket management system, ServiceNow.
• Provide initial triage and ticket routing to onshore service desk resources.
• Provide End Users with customer service including telephone manners, writing skills, articulation.
• Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk.