Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Delivery Handover & Account Care: Act as the client’s single point of escalation during delivery and after- sales, and close the loop on issues. Maintain client vendor registrations and requirements for regulated sectors.
Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.