Job description

Responsibilities: - Work closely with the development team to understand product requirements and provide feedback on potential issues. - Communicate customer issues with the development team and collaborate to ensure they are addressed in future releases. - Assist in creating and updating user documentation, FAQs, and support materials to enhance customer experience. - Respond to inquiries and troubleshoot technical issues related to cloud infrastructure, applications, and services, while following established procedures and policies. - Respond to inquiries and troubleshoot technical issues related to software product while following established procedures and policies. - Manage and prioritize support desk tickets and escalate issues as necessary. - Other duties, as assigned. Qualifications: - Experience in a help desk or customer service role, preferably related to product support. - Excellent communication skills, both verbal and written. - Ability to work under pressure and handle multiple tasks simultaneously. - Familiarity with help desk ticketing systems and IT service management processes related to cloud services. - Ability to work independently and as part of a team. Preferred Skills and Experience: - Experience using ServiceNow CSM platform (strongly preferred). - Certifications such as Microsoft Azure AI Fundamentals (AI-900 certification).

Requirements