Roles & responsibilities
Monitor Support ticket portal in the shift.
Respond to clients emails with acknowledgement.
Read and understand issues, queries, concerns mentioned in email and do first level analysis.
Communicate with client if additional information required.
Resolve first level issues, provide information to client with guide, links for the questions asked.
Forward emails to the internal L2 team and follow-up with them for solution.
Follow-up with internal team members and client till the ticket closure.
Create knowledge base documents for the issues and RCA.
Update tickets in portal with updated notes on the ticket progress.
CRM: Create and manage users / Teams / Roles. Basic Admin level operations. Understand issues raised by users and respond to them with analysis / solution.
Ready to work in rotational shifts (24*7)
Knowledge on O365, Barracuda firewall, Sitecore, SugarCRM and Suite CRM L1 support.
Strong verbal and email communication.
Strong team coordination to keep all team members updated on the issues and solution.