Job Description
- rovide 24/7 frontline support and work with Service Support Team (SST) and Service Resolution Team (SRT) and help restore incidents for Enterprise customers.
- Conduct initial isolation, triage, and level 1 testing (account-level verification and troubleshooting).
- Perform all inbound transactions for Service Support Teams - both via hotline and email.
- Create, classify, and validate cases based on customer reports/inquiries made through inbound and email channels.
- Perform internal and external escalation to Support Groups and vendors to help manage outages.
- Coordinate updates/status of critical alarms and outages with SST, SRT, and Support Groups.
- Ensures technical tasks (e.g. health check, status checkpoint.) are properly executed.
- Collaborate and coordinate with SST and Support Teams to resolve problems and identify root causes to prevent future issues.
- Acquire the right skillset to use and navigate the diff...
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