Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects.
Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Handle feedback campaigns
Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.
Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.
Sharing knowledge with team colleagues.
Prioritize and manage several open issues at one time
