Description:
Responsibilities to include, and are not limited to:
- Resolve incidents in a timely, efficient and professional manner.
- Troubleshoot issues in a logical way following proven methodologies/best practise.
- Take ownership for listening to, understanding and resolving customer issues.
- Resolve problems within required timescales.
- Escalate problems to the team leader in a timely fashion if required.
- Follow documented business processes and adhere to customers service level agreements.
- Provide clear and professional communication with customers.
- Work well with other team members and support less experienced people in the team.
- Document actions taken in resolving new customer incidents.
- Provide written or verbal work instructions.
- Excellent SQL skills - mandatory core skill
- Strong understanding and knowledge of Unix/Linux
- Thorough understanding of and experience in the billing cycle and related processes
- Excellent understanding of relational databases (PostgreSQL, Oracle)
- Self motivating and able to prioritize tasks