Roles & Responsibilities:
Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)
Validates technical information, sets fair expectations, and disseminates information as needed
Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs, and shares information accordingly)
Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues
Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations
Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request/incident case notes; ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution status
As a 24 x 5 x 365 organization, MUST BE willing to work in shifts
Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)
Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skills
