Job Description
Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists.
Accountabilities
Investigate and resolve complex technical issues escalated from Level 1 support to ensure they are resolved within the set SLAs.
Develop deep technical expertise in specific applications, technologies and systems to be able to resolve issues rising from them without the need to refer to the applications team to increase their efficiency and focus.
Collaboration with Level 1 Support, through updating level 1 support with tickets resolution status and steps followed through working closely with Level 1 support to provide guidance on complex issues.
Support processes improvements to enhance efficiency and effectiveness through working aside to department head, and continuously ensuring moderating between rising issues from level 1 support and finding...
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