Role and responsibilities:

• You shall be part of the case management team and will be actively speaking with users concerning issues and will diagnose and note down the current situation of the user
• The facts and status are logged into a system, the incumbent will use an electronic ticket that states the problem of the case (case tickets) and managing the timeframe from creation to escalation or resolution,
• The incumbent will systematically isolating problems (software vs hardware) guiding the user to legitimately qualify the case as a problem
• The incumbent will escalating to Ll/L2 onsite or remote team for cases that is beyond their knowledge
• You will be working with a team to ensure call quality and process checklists/identifiers are followed