Engageware

Customer Support

• Ticket Management & Incident Resolution: Receive, classify, and resolve customer technical tickets (Jira) in compliance with established SLAs
• Autonomously prioritize the work queue based on impact, urgency, and technical judgment
• Conduct in-depth incident diagnostics: problem reproduction, log analysis, configuration review, and environment validation
• Document each case clearly: diagnostic steps, root cause, solution applied, and recommended preventive actions (Confluence)
• Concurrently manage multiple tickets at different resolution stages without loss of quality
• Assess the functional and business impact of each case to assign the correct priority level (P1/P2/P3/P4) and ticket type
• Identify recurring patterns in the ticket volume and propose corrective or preventive actions at the product or process level
• Decide when to escalate a case
• Proactively manage workload: distribute effort, anticipate bottlenecks, and communicate risks to the Team Lead
• Maintain performance and service quality during demand peaks, product launches, mass incidents, or critical dates
• Handle client communication in high-tension situations with professionalism, empathy, and a solution-oriented mindset
• Meet SLA commitments even under high-load scenarios, proactively communicating any deviations
• Collaborate with Product, QA, and Development teams to report bugs, validate fixes, and participate in incident triage
• Actively contribute to the internal knowledge base (Confluence)
• Participate in process review sessions and propose improvements to support workflows and tooling
• Share best practices and raise the technical bar of the team

Senior Support Specialist