Use technical expertise to investigate, debug, and resolve customer-impacting issues with the curiosity required to uncover and understand root causes.
Use technical expertise to investigate, debug, and resolve customer-impacting issues with the curiosity required to uncover and understand root causes.
Key Responsibilities Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system), ensuring timely assignment and resolution in accordance with service level agreements (SLAs) Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes Perform functional testing before deploying changes to production environments Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts Contribute to the continuous improvement of support processes, workflows, and documentation quality
Software access: Manage user accounts and permissions for tools such as Notion, Slack and Claude, as well as email and other company tools; handle access requests and keep clear records.