L1 Ticketing Support Specialist

1 Ticketing Support Specialist will do the following:

• Monitor and respond to incoming support tickets in a timely manner.
• Use pre-approved response templates to resolve common issues quickly and consistently.
• Accurately identify tickets that require additional expertise and escalate them to the appropriate person or team.
• Follow established workflows to ensure tickets are handled according to company standards and service-level agreements (SLAs).
• Maintain clear and concise documentation of all actions taken on tickets.
• Provide professional, empathetic communication with customers at all times.
• Flag recurring issues or gaps in templates to the Support Lead for continuous improvement.
• Perform other duties as assigned and agreed upon by the Parties from time to time, including higher priority ticket responses where the performance of the Support Specialist should warrant such assignment.