Job DescriptionRoles & ResponsibilitiesHandle inbound and outbound customer calls.Respond to customer emails and approved digital channels.Identify and understand customer issues.Perform first-level troubleshooting.Create and update incidents/service requests in BMC Helix.Categorize and prioritize tickets correctly.Follow approved troubleshooting procedures and knowledge articles.Escalate unresolved issues to appropriate support groups.Maintain accurate ticket documentation.Follow call scripts and security procedures.Meet individual and team SLA/KPI targets.Maintain professional customer communication.Participate in training, quality monitoring, and knowledge sessions.Support shift operations including 8x5, 16x5 and 24x7 coverage as required.
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