- Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products
- Acknowledge customer issues promptly, process correspondence, and undertake telephone duties
- Reproduce customer issues, determine workarounds and escalate to tier 2/3 Support as necessary
- Respond to customer functionality questions and provide informal training
- Gather supporting data from multiple sources to aid in determining incident Root Cause Analysis (RCA)
- Drive support queries and tickets to resolution and provide updates internally and externally
- Engage appropriate cross functional team members (engineers, QA, Operations) with action items
- Ensure all work is dealt with accurately and followed up daily
- Create accurate daily shift handoff reports
- Communicate often with customers—daily updates for all incidents
- Create metrics reports, presentations, and training materials as requested
- Cover other team areas or duties as required
- Achieve departmental objectives and individual targets for call answering and correspondence acknowledgement
- Achieve and maintain individual targets for productivity, including the creation of FAQs and other documentation
- Play an active role in the development of new ideas and procedures
- Maintain and build on the team’s working relationship with other teams and departments to provide excellent service to both internal and external customers
- Attend regular team meetings and make a positive contribution, ensuring that communication is two-way
- An intermediate understanding of SQL and relational databases