Main objective of the job:
- Acts as SPOC (single point of contact) and supports/forwards any technical issues/questions.
Main attributions and responsibilities:
- Carrying out the activity in late/night shifts;
- Follows incident management procedures;
- Logs or documents all customer requests/incidents/ inquires (via all communication channels);
- Identifies and logs correctly the customer contact details;
- Creates & escalates ticket to 2nd level;
- Performs and documents remote support sessions following the procedure;
- Troubleshoots & diagnoses all issues;
- End-to-end ticket tracking and follow up;
- Shares knowledge and offers support to other colleagues;
- Trains colleagues after participating to trainings perform by 2nd level/Business Unit鈥檚 outside our location;
- Is back-up for other colleagues when needed;
- Sets up and maintains laboratory equipment;
- Contributes to knowledge base articles;
- Escalates existing/ potential complaints to team leaders or Operations Manager;
- Assists the customer in collecting the required system data and logs;
- Is aware of the project KPI鈥檚 and contributes in fulfilling them;
- Maintains quality service by following organization standards;
- Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company;
- Fulfils any other tasks related to area of responsibility, as requested by direct superior.