Summary of Executive Technical Support L2 (English Language Support)

To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).

To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.

To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers’ issue.

To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.

To ensure all service support interactions including customer details are updated onto the CRM.