- Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue- Apply technical knowledge relevant to the solution using technical documentation and guidance from team members, technical leads, and subject matter experts to research and identify appropriate remediation steps- Escalate complex or atypical cases to higher-level technical support as needed- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes

-Handle requests from customers, as well as internal departments & other stakeholders;-Handle customer's initial verification by considering, requesting and processing verification documents;-Cooperate with internal counterparts to ensure timely resolution of customers' requests and problems;-Provide high-quality service to achieve and uplift customer satisfaction and establish a long-term business relationship;-Provide support to management and take ownership to drive process and service enhancement;-Keep the team abreast of the changes in the latest operational guidelines and policies.-Manages incoming contacts from existing or potential customers;-Initiates outbound contacts to existing or potential customers;- Resolves complex product or service problems, including inquiries from priority & VIP customers and customer escalations;-Meets personal/team targets. Monitors team performance and targets in the absence of their supervisor;-Handles requests for a manager if the direct supervisor is not available;-Executes technical tasks including, but not limited to system updates and quality checks of other team members' task execution;-Assists team members by answering technical and process-related inquiries in the respective internal channels of communication;-Mentors or gives direction to junior team members and provides on the job training and best practices;-Recommends potential products or process updates to management based on incoming volume;-Works with their line manager and all respective functions to ensure proper customer service is being delivered;-Handles changes and maintains a high level of product and process expertise;-Handles ad-hoc, important situations with business impact as needed;