Related skills
documentation incident management ticketing phone support escalation procedures📋 Description
- Engage with customers on phone and ticketing to identify incident category
- Route escalations to the appropriate technical resource or team
- Triage, monitor, and report alerts for customers and internal environments
- Monitor backup reports to ensure consistent service delivery
- Document all communications with customers accurately
- Perform other duties as assigned
🎯 Requirements
- High School Diploma or equivalent
- Empathetic customer service mindset
- Strong sense of urgency and customer focus
- Excellent written and verbal communication
- Team player with collaboration skills
- Strong problem-solving and prioritization
- Ability to follow documented escalation procedures
- Basic understanding of computer and IT functions
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