Customer Support Consultant at Pattern Matched Technologies

Customer Support Consultants responsibility is to ensure that all systems are monitored properly and continuously in order to conform to the service level agreement we have with our clients. All clients requests and incidents are attended to in a speedily and satisfying manner.

Responsibilities:

• Monitoring of all systems for proper operation and consistency.
• Monitoring of the support ticketing system (helpdesk) for new requests/incidents in order to attend to client’s requests/challenges.
• Utilizing the Internal ticketing system by creating or updating the tickets with information from e-support in order to keep all the internal parties/departments informed and also giving feedback to the clients.
• Taking ownership of the issue/request until it is resolved/completed.
•  Escalating issues to the relevant internal department(s) when it is necessary to do so.
• Escalating issues to our service providers on matters that require their intervention and also do follow-ups with them until the issue is resolved.
• Attending to all the daily tasks (e.g. exchange rates updates, bulk file processing, voucher uploads).
• Conducting Post Implementation Review checks on all systems after deployment or unscheduled downtime.
•  Generating, monitoring all reports in order to ensure that they are generating on time and they have the correct information and also generating reports if required.
•  Continuously providing feedback to the clients in order to keep them updated on the status of the tickets.
•  Utilizing the knowledge management system in order to assist in the learning process and also keep it updated with the latest information.
• Engaging other departments on Client’s requests in order to complete a task in a timely manner.
• Approving Change Control documents.

Requirements:

• Ability to communicate and work together with all other departments.
• Understanding other department’s operations and processes.
• Understanding of Client’s requirements and know how to action them.
• Product knowledge about all the systems we support.
• Maintaining a smooth communication flow internally and externally

Qualifications:

• ITIL Foundation V3
• Desktop Support, Helpdesk support experience, Remote support knowledge
• Sound knowledge of SQL, Basic Bash commands, Incident and request management