+ First point of contact: Answer phone calls, emails, and other communication channels to provide customer support + Troubleshooting: Perform basic troubleshooting for software, and network issues + Escalation: Recognize when issues are more complex and escalate them to the next level of support + Documentation: Log call activity and record events and updates on tickets + Customer service: Provide accurate information and maintain a high level of customer service + User account management: Create accounts, assign permissions, and reset passwords + Incident management: Update customers on the status of their incident or service request + Collaboration: Work with internal L2/L3 teams and client's teams to resolve customer issues. **Requirements – (other than regular)** + Should have good analytical and decision-making skills + Should have good knowledge of MS Office, Ticketing Process, how and when to escalate the ticket to supervisors and other groups + Should be willing to work in 24 x 7 environment with rotational shifts and roster off's