To serve as the frontline for all incoming client support requests, providing timely and accurate resolutions for known issues. The primary goal of this role is to deliver a consistent and positive client experience by efficiently managing administrative requests and following established procedures, ensuring more complex issues are properly escalated.
Key Responsibilities:
- First Point of Contact: Acknowledge, prioritize, and manage all incoming support tickets within Jira Service Desk in accordance with service level agreements (SLAs).
- Standard Request Fulfillment: Handle routine administrative and configuration requests, such as updating user permissions, IP addresses, and site configurations, using documented procedures.
- Procedural Resolution: Follow established runbooks and knowledge base articles to resolve common, well-understood technical issues.
- Ticket Triage & Escalation: Accurately identify issues that fall outside of documented procedures and escalate them to the Tier 2 team with clear, detailed notes.
- Knowledge Base Contribution: Assist in maintaining and updating support documentation to ensure accuracy and clarity for the team.