Provides 1st level technical support of Empresa confidencial products to post production customers by resolving technical issues with customers evaluating and researching the issue and/or performing incident isolation, resolution and follow‑up. Responsible for customer ticket management, customer escalations, meeting SLA requirements and customer reporting.

Responsibilities

• Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes)
• Coordinates with/escalates to operational and programming teams to aide in further triaging of issues – including pulling together internal and external bridges for additional triage as needed
• Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority
• Maintains contact with the customer throughout the entire incident lifecycle, communicating status and ...