Mô tả công việc
- Receive inbound requests through channels: Email, Teams, ticket system.
- First level of ticket diagnosis to resolve the ticket or escalate to L2 or appropriate person/group support.
- Monitor system performance and alerts in real-time, taking immediate action on any anomalies or issues.
- Logs, categories, priorities, tracks, and routes issue.
- Support tracks tickets until successfully resolved.
- Utilise and update the knowledge base with new solutions and troubleshooting steps-based on resolved incidents.
- Update ticket’s status frequently to users and relevant stakeholders follow SLA.
- Collect and document feedback from drivers and customers on support experiences and common issues.
- Generate regular reports on support metrics, including call volumes, response times,resolution times, and customer satisfaction.
- Report to Team Leader.