First point of contact: Answer phone calls, emails, and other communication channels to provide customer support Troubleshooting: Perform basic troubleshooting for software, and network issues  Escalation: Recognize when issues are more complex and escalate them to the next level of support  Documentation: Log call activity and record events and updates on tickets Customer service: Provide accurate information and maintain a high level of customer service User account management: Create accounts, assign permissions, and reset passwords  Incident management: Update customers on the status of their incident or service request Collaboration: Work with internal L2/L3 teams and client's teams to resolve customer issues.

Requirements – (other than regular)

Should have good analytical and decision-making skills Should have good knowledge of MS Office, Ticketing Process, how and when to escalate the ticket to supervisors and other groups Should be willing to work in 24 x 7 environment with rotational shifts and roster off's