Lvivity

Customer Support

• Owning all incidents throughout the lifecycle
• Classification and prioritization of reported Incidents
• Ensure that Incidents are handled in time and SLAs are respected
• Ensure that the Incident handling Engineers are informed and aware of the incident
• Ensure that all stakeholders are updated about the actual state on a regular base
• Escalate incidents if required to the next level
• Ensuring that incident management process follows the defined standards and procedures
• Writing Incident handling Documentation and making sure it is up to date and complete
• Provide technical support to customers via phone/email/chat relating to Domains/DNS/Registry/Transfers/Migrations in English
• Ensure KPI’s and SLA’s are met during your shift
• Escalate complex issues to Level 2 support
• Process requests on behalf of our customers to activate, update, and make changes as requested by the customer
• Provide administrative support to enable customers to activate and use their products
• Work through email support tickets and/or live chat
• Ensure that customer satisfaction is consistently maintained through a timely and complete response to inquiries/calls
• Provide invoices/receipts for the services supplied to the customers, including currency conversion
• Ensure all activities comply with global compliance requirements, legal requirements, ethical standards and Company policies and procedures

Incident Manager, Customer Support