• Validate and manage incoming customer inquiries within response SLAs.
• Investigate and resolve incidents and defects, aiming for first-time resolution.
• Perform first-line remediation activities, such as user creation and password reset.
• Drive tickets to resolution within agreed SLAs.
• Create and update problem records and knowledge management articles in English.
• Support customers in monitoring technical operations and performance.
• Collaborate with other support tiers to resolve trouble tickets within SLAs.
• Escalate and re-prioritize tickets based on customer requests or possible SLA violations.
• Resolve tickets with final resolution statements in English.
• Coordinate with other support desks or application management teams.
• Create standard responses in English.
• Act as the main interface between customers and internal organization.
• Administer application accounts, users, and security.
• Monitor application performance and optimize where possible.
• Diagnose and resolve application problems or escalate as needed.
• Update and patch applications, modules, and interfaces.
• Identify security issues and improve policies and measures.
• Perform application health checks and execute recovery procedures if needed.
• Record and maintain changes to application configurations.
• Ensure application availability and reliability as per customer SLAs.
• Handle incident, problem, configuration, and knowledge management processes.
Requirements
• Bachelor's degree in Computer Science, Engineering, or related field.
• Expert knowledge of utility software applications.
• Strong communication skills to convey technical information to diverse audiences.
• Ability to work autonomously and collaboratively in a team.
• Knowledge and experience of ITIL principles.
• Excellent verbal and written communication skills.
• Experience with ticketing systems like ServiceNow, Maximo, Remedy, etc.
• Multilingual language skills are advantageous, with native proficiency in English.
• Technical skills to provide solutions for technical inquiries.
• Service-oriented mindset to ensure exceptional customer experience.
• Understanding of customer needs and ability to support solutions accordingly.
• Proactive attitude in addressing customer requirements.
• Ability to handle sensitive and confidential information.
• Attention to detail, fast learner, and excellent communication skills.
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