Serve as a primary point of contact for customer inquiries, providing excellent customer service and resolving issues related to orders, products, and deliveries.
Knowledge Management:o Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.o Contribute to the development of training materials and user guides.
Quality Assurance & Testing: Execute user acceptance testing (UAT) for new automations and integrations, document test cases, verify edge-case handling, and monitor post-deployment error rates to ensure production stability.
ITIL Foundation Certificate, vendor and non-vendor specific certifications in customer service, Windows, Microsoft Office, and networks. Training in IT end-user support and global shared services / call center environments highly desirable.The incumbent is expected to undertake the following duties and responsibilities: