1. The Global Customer Support Center will consist of Customer Support Representatives (CSR) and Monitoring Analysts (MA)
CSRs will answer all customer facing phone queues, accept and respond to all customer emails, and will be primary ticket owners (first contact point for all clients)
2. MAs will identify incidents via the Alert Management System, assign a CSR, and engage the appropriate technical group for resolution
Primary interface for partner service desks
3. Phone ACD management
4. Responsible for efficiency gains in monitoring systems
5. MA/CSR should act as a tier .
5 technician where he can be able to resolve repeated incidents tickets with the given SOP in any (windows / UNIX / network) domain.
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