Roles and Responsibilities:
- Monitoring the status of service components using appropriate tools and systems;
- Respond to customer queries in a timely and accurate way, via phone, email or chat;
- Reaching out to customers for assistance or clarification when necessary;
- Follow up with customers to ensure their technical issues are resolved;
- Registering incidents in the ticketing system and initiating the incident management process;
- Tracking the life cycle of the incidents from “Open” to “Closed” status;
- Diagnosing and conducting initial investigations, contacting technical or business departments for informing about issues and seeking assistance/consultation for incident resolution;
- Escalating the diagnosis and investigation process to the second level of support following internal escalation procedures and guidelines;
- Ensuring thorough documentation of the issue, including all customer communication, troubleshooting steps, and attempted resolutions, recorded in the incident ticket;
- Working with various Severity Levels of incidents, ability to prioritize problems based on urgency, impact on service, guided by internal rules;
- Preparing various types of reports, including standard template reports and customized reports upon request;
- Documenting common support procedures that coworkers can follow
Skills and Requirements:
- Opportunity to work in night shift;
- Technical education is preferred;
- 1+ years working in IT/Telecom area;
- Good knowledge of spoken/written English, Russian and Azeri languages;
- Advanced computer skills
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Growth And Development
Smart And Motivated Team
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