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Published over 3 years ago
Responsibilities & more
Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
· Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.
· Ensures CSG Support Tool is updated with the latest ticket details at all times in alignment with best practices
· Supports customers per the details contained in the customer maintenance and support contracts and reports on any over servicing provided.
· Maintain a high level of customer satisfaction through professionalism, timely response and resolution of issues
· Follow up on support issues, which includes liaising with both the customer as well as the Level 4 (R&D) teams.
· Ensures compliance with SLAs and OLAs and reports on any breaches.
· Delivers product installations according to internal procedures
· Escalates opportunities and/or issues according to established procedures
· Create customer specific Service Pack Installer for those who have development responsibility
· Shift work, standby support and working on weeknights/weekends/public holidays is required
· Ad-hoc occasional travel to customer sites
Additional Responsibilities for those with Development role
· Complex bug fixes for those who have development responsibility
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