•Handling service ticket escalations from different customer partner markets at d.light•Database Support and SQL Query Building.•Coming up with creative and innovative solutions for whatever challenges faced and directly impact the customer experience by ensuring business rules and processes set are followed.

•Coordination on enquiries received•Ensure that helpdesk calls are monitored in-line with SLAs and updated.•Build and maintain strong working relationships with colleagues and support departments inorder to provide an effective customer service approach.•Escalation handling, follow up on closure and circulation with all stakeholders.•Preventive Maintenance management•Sharing reports, analytics and process flow for service delivery•Monitor SAP ticketing system

•Activate or deactivate customers’ satellite services upon request.•Prioritizing and handling escalations as received from different customer touch points•Carry out hardware, channel and system testing for new implementations and technologies. •Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved. •Enforcement of the escalations and call back process for better customer experience•Carrying out daily system health checks and sharing reports.

• Troubleshooting of network and computer systems.• Software setup and support.• Add users to the domain and password resets.• Providing system support to users.• Preventive maintenance of computers and systems.