We are looking for a Support Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will manage calls (logging, identifying, categorizing and prioritizing) as well as diagnosing and actively resolving customer requests.  As part of their duties, they will need to escalating incidents appropriately to maintain the service level agreements (SLA). Key Responsibilities:Provide first-level contact and convey resolutions to customers' issues.Properly escalate unresolved queries to the next level of support.Track, route and redirect problems to correct resources.Update customer data and produce activity reports.Walk customers through problem solving process.Follow up with customers, provide feedback and see problems through to resolution.Utilise excellent customer service skills and exceed customers’ expectation.Ensure proper recording, documentation and closure.Recommend procedure modifications or improvements.Maintain and increase knowledge of operational procedures, products and services.Ability to work 24/7 shifts to provide high-quality support to global customers across multiple time zones.
