Job Responsibilities

• Communicate with customers through various channels.
• Acknowledging and resolving customer complaints regarding technical
• problems.
• Knowing the products inside out to prompt responds to customer technical
• inquiries.
• Update and use of Helpdesk tools to record and follow up on tickets raised to
• Development teams for full resolution e.g. Jira, Zendesk
• Communicating and coordinating with various departments (Finance,
• Development, Customer Service) to answer and/or resolving issues.
• Define, document and provide feedback to improve SOP and technical Playbook.
• Monitor, Identify and resolving technical issues using various tools (Alicloud
• monitoring, MS Power BI, mySQL etc.)
• Ensure customer satisfaction and provide professional customer technical
• support.