MAIN RESPONSIBILITIES:
- Handle escalated calls and emails from 1st level agents which are related to technical
issues. Find ways to resolve these issues or escalate if necessary to backoffice.
- Assist 1st level agents with technical difficulties that they encounter during call/email and
help them in resolving these issues.
- Update 1st level agents if there is an outage in any of our systems.
- Conduct training, coaching, and mentoring to the 1st level agents. Act as a multiplier of
information as well as provider of technical and procedural updates to the team.
- Provide debriefing to other 2nd level agents after every shift about common errors
encountered pertaining to but not limited to technical issues and procedural problems.
- Report encountered bugs in the system using an internal tool and follow –up for updates
from the backoffice about the reported bugs.
- Disseminate information to other 2nd level agents regarding the status of escalated
reports and technical issues.
- Update and develop technical skills not only related to 1&1 support but further about
webhosting and other internet technologies.
- Must attend weekly technical meetings for technical updates.
Others:
■ Accepts other responsibilities as maybe assigned by superior according to the need of the
Company.
■ Creates and preserves the most favorable Company image by conducting all functions in
the most ethical and fair manner.
■ Administers all assigned functions consistent with and in support to the goal of the
company.