Purpose of the Role

With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.

Main Responsibilities

·Provides timely responses to first level technical issues via phone calls and emails

·Manages client inquiries and accurately documents incidents via online case management tool

·Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively

·Performs testing to ensure that solution was successful

·Responds to client inquiries within SLA targets

·Escalates more complex issues to 2nd level support

Qualifications

Experience education:

·Experience

o1-2 years of experience in Technical Support/ Customer Service

oCall/ email handling experience is required

oExperience in handling travel account is a plus

·Languages

oFluent in location required language(s)

·Knowledge, skills and abilities (KSAs)

oSkill development ability for delivery of IT support including business software applications

oAbility to ask open-ended questions and active listening

oAbility to perform basic troubleshooting

oStrong customer service skills

oCritical thinking skills

oAbility to work in a global, multicultural environment

oClear communication skills, both written and verbal

Qualifications

Experience education:

·Experience

o1-2 years of experience in Technical Support/ Customer Service

oCall/ email handling experience is required

oExperience in handling travel account is a plus

·Languages

oFluent in location required language(s)

·Knowledge, skills and abilities (KSAs)

oSkill development ability for delivery of IT support including business software applications

oAbility to ask open-ended questions and active listening

oAbility to perform basic troubleshooting

oStrong customer service skills

oCritical thinking skills

oAbility to work in a global, multicultural environment

oClear communication skills, both written and verbal