System User S-related inquiries via email, chat, etc., and performing initial triage. […]
Maintaining detailed records in the BTS including inquiry details, support history, and resolutions. […]
Understanding the situation, identifying the cause, and providing initial responses (system restarts, configuration […]
Identifying the scope of impact during a failure and providing prompt information to users. […]
Escalating issues requiring program or data modifications to the Tier 2/Tier 3 development team.
Providing detailed explanations of the situation and necessary information to the development...