Job Description
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Client Support & Communication
- Respond promptly to client enquiries via phone, email, and ticketing system
- Handle frustrated or urgent clients calmly and professionally
- Acknowledge issues clearly, set expectations, and provide regular updates
- Take full ownership of assigned tickets until resolution
Troubleshooting & Issue Resolution
Perform first-level troubleshooting by:
- Reviewing documentation
- Checking logs and system behaviour
- Referring to past cases and known issues
- Escalate issues only after sufficient investigation , with clear findings and context
Support SMS-related systems:
- Monitor SMS servers
- Investigate and resolve SMS delivery or system issues
- Perform basic system and application checks
Ticket & SLA ...
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