Role Objective
The L1 - Support Engineer is responsible for providing high-quality application support for the Moglix platform to customers, developers and prospects phone interactions with customers and by using incident tracking system.
Role Responsibilities
- Help resolve software and technical questions for the customer efficiently and effectively
- Gather the required information necessary in order to best handle customer software and technical inquiries
- Manage customer expectations regarding estimated response times for issue resolution.
- Resolving the issues through Phone communication.
- Meet SLAs like response and resolution times by partnering within L1, L2 Support and Developers.
- Extensively research and document customer technical issues.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.