Level 1 Application Support
5 days ago
Issue Tracking: Log and track user-reported issues and requests using ticketing or support tracking systems. Ensure accurate and detailed documentation of user interactions and problem resolutions.
- Escalation: Escalate more complex issues to Level 2 or higher support teams when the resolution requires advanced technical expertise or deeper investigation.
- Knowledge Base: Contribute to the development and maintenance of a knowledge base by creating articles, FAQs, and troubleshooting guides to assist users in finding solutions independently.
- Software Updates: Assist users in performing software updates and patches. Provide guidance on basic software configuration changes.
- Communication: Maintain clear and professional communication with users, colleagues, and other support teams. Keep users informed about the status of their reported issues.
- Documentation: Document troubleshooting steps and resolutions in a clear and concise manner. Provide feedback to improve documentation and processes.
- Training: Participate in training sessions to enhance technical knowledge and keep up to date with software updates and changes.
**Requirements**:
- High school diploma or equivalent required. Relevant technical certifications or coursework is a plus.
- Strong communication skills, both written and verbal.
- Experience working as a call center agent is preferrable.
- Ability to analyze and diagnose simple technical problems.
- Familiarity with help desk or ticketing systems is advantageous.
- Customer service-oriented attitude with a patient and empathetic approach.
- Ability to work in a team environment and collaborate with colleagues.
- Experience 1-2 Years
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