Job Description
Provide Tier 2 support for the Technical Support Center
Receive and analyze any information submitted escalated by Technical Support for the identification, validation, resolution of customer reported issues.
Update OTRS Service Management Incident as required with the appropriate status and resolution codes.
Closing of all logged incidents on to the online ticketing system
Customer support- for Ticket Management, answering customer care issues and qualification. (down-times & ticket status) as escalated
Maintain accurate records of completed and pending jobs using the ticketing system.
Provide feedback and support to the Technical Support Center on specific resolution actions.
Act as primary liaison among Operations, Services, and Engineering for the escalation of any unresolved issues that require Engineer support for resolution
Gather all necessary information (as detailed in the Escalation Matrix) and submit to Engineering (Product/Services) for review.
Based on feedback provided by Engineering, communicate issue resolution information back to Operations or document additional information required for issue root cause determination.
Assist with knowledge generation for Knowledge Base management.
Oversight of all markets’ performance
Additional duties will include creating documentation, manage large deployments, and occasionally provide on-call support
