Tech Support

Key Responsibilities

User Support & Issue Management:

• Serve as the first point of contact for operational and technical issues.
• Attend calls from end users regarding issues or queries.
• Understand and gather information about user-reported issues.
• Raise tickets for reported issues and track them until resolution.
• Ensure First Time Resolution (FTR) wherever possible.

Coordination & Escalation:

• Identify the appropriate L2 personnel for ticket assignment.
• Follow up with L2 or other teams until issues are resolved and tickets are closed.
• Collaborate with operational teams to provide additional generic support required by the bank.

Monitoring & Reporting:

• Monitor systems for operational issues.
• Maintain documentation of recurring issues, solutions, and user interactions.
• Escalate unresolved issues to higher-level technical or operational teams.

Process Adherence & Improvement:

• Follow standard procedures for issue logging and ticket management.
• Contribute to continuous improvement by suggesting enhancements in support processes.