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Role & responsibilities - Interface with existing / new customers over phone and/or email - Positive experience in Application support/ technical support - Resolve service issues (Level 1 & 2 as appropriate) by understanding, clarifying customer problem, determining the cause, and ensuring resolution based on SLAs - Manage customer expectations of response time, issue resolution and quality support - Generate report on need basis - Provide periodical summary report on calls / issues - Escalate issues appropriately - Analyse and provide feedback to reduce the number of issues experienced by customers - Update ITSM tool / Issue Tracker with root cause and resolution steps against calls tracked Update job knowledge by continuous self learning, interacting with team members and maintaining personal / professional networks Technical Skills - Basic knowledge of SQL - Knowledge of MS Office Applications - Experience in DMS/SFA/CSNG .