Responding to customer inquiries and providing technical assistance through various channelsTroubleshooting and resolving technical issues related to software, hardware, or network connectivity.Assisting customers with account setup, activation, and password resets.Diagnosing and troubleshooting software and hardware issues for end-users.Escalating complex or unresolved issues to Level 2 or higher support teams.Documenting customer interactions, issues, and resolutions accurately in the ticketing system.Providing clear and concise instructions to customers regarding technical procedures and troubleshooting steps.Collaborating with cross-functional teams to address customer concerns and improve product functionality.Keeping up-to-date with the latest product features, updates, and industry trends.Maintaining a high level of customer satisfaction by ensuring timely and effective resolutions.Adhering to established service level agreements (SLAs) for response and resolution times.Identifying and reporting trends or patterns in customer issues to help improve product quality and user experience.Continuously improving technical skills and knowledge through training and self-study

I have over 2 years of experience in identity and access management support, where my responsibilities included managing access to over 200 applications and overseeing the joiner/mover/leaver process through RBAC (Role-Based Access Control). My daily responsibilities involved:Managing access requests and provisioning.Conducting Segregation of Duties (SOD) checks.Performing user provisioning using SailPoint.Resolving issues and escalating them to the appropriate level (L1).Handling the onboarding and offboarding of applications.Conducting internal and external audit reviews.Conducting quarterly reviews of critical access permissions.