L0 support

Job description:

Non-Technical is a frontline role responsible for managing the intake, tracking, and coordination of support cases and service activities. Acting as the Single Point of Contact (SPOC) for case logging and initial customer communication.

KEY RESPONSIBILITIES:

Case Handling and Coordination

• Receive and log all incoming support requests via email, phone, or ticketing system.

• Collect and verify essential information required to create and classify support cases.

Monitoring and Follow-ups

• Track the status of open support cases and service activities. Refer unresolved or stagnant cases to the Technical Supervisor (Service Delivery Coordinator) for further action based on internal escalation guidelines.

• Escalate high-priority or delayed issues to appropriate personnel or management.

Communication Management

• Act as the primary liaison between clients and internal teams during initial case creation.

• Acknowledge client follow-ups and coordinate internally to ensure a timely response by the assigned Systems Engineer.

Documentation and Reporting

• Maintain accurate and up-to-date documentation for all support requests and service activities.

• Generate and share weekly status reports on case progress and aging for internal tracking and team coordination.

Process Adherence and Improvement

• Ensure compliance with established support processes, including incident and service request procedures.

Customer Service Support

• Maintain a high level of professionalism, customer empathy, and service excellence in all interactions.

• Coordinate with clients and internal teams to schedule Preventive Maintenance activities based on predefined plans or assigned tasks.

• Maintain and update the PM calendar, including client availability, engineer assignment, and coverage tracking.

• Send reminders and follow-ups to clients for schedule confirmation.

• Notify Systems Engineers and Technical Supervisors of upcoming PM activities.

• Ensure service activities related to PM are pre-created and properly tagged in the ticketing system.

• Document schedule status (e.g., confirmed, tentative, rescheduled) in a shared tracker.

License/Certification:

• ITIL Certification (Preferred)