- Willing to work in 24x7 shifts - To provide 1st line technical support; answering support queries via phone, email, Chat and Web - To maintain a high degree of customer service for all support queries and adhere to all service management principles. - Routing / Chasing of tickets with other PRG's - Recording trend of calls and identifying outages proactively - Callbacks for customer not reachable cases & customer request - Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation - Creating child tickets and tagging them with problem ticketSkills:- Customer Service experience - Able to keep a conversation in english - Able to work 24x7 shifts