Your mission
As a Support Consultant at Matrix42, you will be responsible for incident management, ensuring timely and effective resolution of customer issues. You will specialize in a specific solution area, providing high-quality technical support while maintaining excellent communication with customers. Your role is to troubleshoot technical incidents, escalate when necessary, and continuously enhance customer satisfaction by delivering a seamless support experience.
Responsibilities:
Responsibilities:
- Serve as the first point of contact for customers, managing and resolving technical incidents efficiently.
- Diagnose and troubleshoot issues related to your own special product portfolio, escalating complex cases when necessary.
- Maintain excellent communication with customers, providing clear updates on issue resolution progress.
- Document incidents, solutions, and best practices in the knowledge base to support continuous improvement.
- Promote self-service tools and provide guidance to customers on utilizing available resources.
- Collaborate with cross-functional teams, including Cloud and Services, to ensure quick and effective resolutions.
- Contribute to process improvements aimed at reducing response times and enhancing service quality.
- Initiate and coordinate Major escalate those to more senior roles, when needed
- Review the project handovers and share the possible feedback back to the project team