Command Center – First Level Support

Brasov, Romania

Job Purpose

Command Center – First Level Support will be responsible to provide technical support to customers via ticketing systems, email, chat, phone, web and other support channels according to internal decisions and SLAs.

Job Description

  • Provide initial assessment of urgency and business impact on all support helpline calls and Emails;
  • Record internal and external clients Service Request, Incidents, and change request into system and communicate ticket ID to client for their follow up;
  • Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident;
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal and/or external teams;
  • Maintain overall ownership of client’s issue & service ensuring that they receive resolution within a committed SLA;
  • Record incident resolution in system and communicate to all stakeholders;
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues;
  • Document knowledge in the form of knowledge base tech notes and articles;

Competencies & Key Skills (functional/technical)

  • Flexible approach to work and problem solving;
  • Able to work flexible hours on request or as part of a shift system;
  • Excellent communication and customer service skills. Excellent telephone mannerisms;
  • Ability to explain complex technical issues to non-technical staff;
  • Ability to work proactively with little direct supervision;
  • Be committed to continual professional development;
  • Team player;
  • English (spoken and written) is a must;

If you are interested, please send us an email with your CV at: