Role
The Day-To-Day Activities
Key Responsibilities:
1. Ticket Management and Troubleshooting
- Review and prioritize incoming support tickets related to the billing system and Zsmart User Access request .
- Acknowledge, escalate, and resolve tickets in a timely and professional manner.
- Maintain proper documentation for each ticket, including issues, troubleshooting steps, and solutions provided.
- Provide first-level support for billing/provisioing related issues and daily report issue from service centers and CE etam
- Escalate complex issue to second level support and vendor to find root cause and suggest solutions or workarounds.
2. User Assistance:
- Assist users in Zsmart CSC system, user access request/issue and report issues.
- Offer guidance on how to properly use the system to avoid errors and improve efficiency.
- Provide email support and wasap support under itc helpdesk email group and CE_ITC Channel and Dealer support group
3. Collaborate and Communication
- Collaborate with support team to ensure issues are solved and continuous process improvement
- Provide feedback on recurring issue and new issue after new deployment or product release
- Update end user on issue status.
4. Reporting
- Ensure daily Morning system health check report are completed and sent on daily basis
- Ensure daily stat tool report are generated and completed by Managed support team on time and Track on report delays and RCA on daily report issue
- Ensure TT issue list are updated on timely basis and follow up with second level and vendor on issue update
5. Training & Documentation:
- Create and update user guides, FAQs, and provide knowledge sharing related to common billing system issues and troubleshooting.