· Interface with existing / new customers over phone and/or email
· Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs
· Manage customer expectations of response time, issue resolution and quality support
· Generate report on need basis
· Provide periodical summary report on calls / issues
· Escalate issues appropriately
· Analyse and provide feedback to reduce the number of issues experienced by customers
· Update ITSM tool / Issue Trackerwith root cause and resolution steps against calls tracked
Update job knowledge by continuous self learning, interacting with team members and maintaining personal / professional networks
Technical Skills
· Basic knowledge of SQL
· Knowledge of MS Office Applications