• Dealing with incoming faults in a professional, courteous manner over the phone or via email, chats
• Assist customers in solving problems related to product features, usability, technical issues, product performance, product/feature onboarding, diagnosing/resolving technical issues, and escalation support 
• Work closely with senior teams to translate customer feedback into potential fixes/enhancements 
• Taking ownership of faults and managing them in a logical and methodical manner
• Achieve team targets for response times, service level and customer satisfaction as established by the Manager Customer Support 
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
• Conducting full and thorough diagnostics with end-users to enable the first point of contact fault resolution
• Ensuring all faults are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
• Collaborate with team members across Technical Services, Customer Success, Product, Marketing and Engineering team as needed to resolve issues and deliver great customer experiences 
• Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing 
• feedback with relevant stakeholders including Manager, Product Team, Technical Services      and Customer Success Team
• Maintain and create detailed documentation through logging of support cases, email and knowledge base articles for the customer and internal use 
• Identify and escalate repeated issues or service risks to senior engineers and Service Delivery Managers
• Sharing knowledge with team colleagues via knowledge sharing sessions
• Manage multiple scheduled tasks for customers, designed to ensure that the customers system remains operational

Requirements

• Prior experience n a customer support role, B2B supporting an Enterprise or SaaS-based application experience preferred 
• Comfortable working in 24*7 shifts, weekend or on-call support 
• Proven track record of working in a similar capacity providing 24 x 7 application and IT Infrastructure management support to global customers
• Experience with ticketing tools like Jira, Remedy or ServiceNow
• Good interpersonal skills and relationship-building skills
• Excellent customer service skills to be able to serve customers in a team-oriented and collaborative environment
• Basic understanding of ITIL (Incident Management & Escalation Management), Cloud Infrastructure (AWS), Operating Systems (Linux & Windows)
• High personal productivity and excellent time management 
• Preferred ITIL Foundation V3 or V4 certification