•         Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.

•         Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.

•         Identify, resolve or manage the resolution of system issues

•         Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise

•         Communicate to other department and teams keeping stakeholders and management informed

•         Updating and managing Knowledge base

•         Manage escalation process of issues from L1

•         Mentor Technical Support Specialists (L1) to help them understand more complex issues/ configurations

Own and track tasks within SLAs