Responsibilities

📍Maintains first response time and adheres to Keyfactor SLA requirements. 📍Follows predefined scripts and procedures to resolve straightforward issues. 📍Provides prompt and courteous responses to ensure positive customer experience. 📍Triage incoming customer requests and ensure accurate ticket categorization. 📍Handles routine inquiries and provides basic troubleshooting for common issues. 📍Owns resolution plan and manages customer experience for assigned cases. 📍Identifies trends in incoming cases related to new product releases or SOPs. 📍Documents and reports issues to higher tiers or development teams for resolution. 📍Suggests improvements to operational leadership based on case trends. 📍Undergoes training to gain competency in Keyfactor products. 📍Familiarizes with Keyfactor product suites, including certificate lifecycle management and PKI.

Minimum Qualifications, Education, and Skills

📍Foundational understanding of IT products/services delivery, with basic theoretical knowledge of operating systems like Windows Server OS and Linux. Able to assist in routine support tasks and eager to learn new technologies and processes. 📍Understanding of PowerShell and Java scripting. 📍Understading of database queries i.e. SQL 📍Understanding network basics 📍Experiencing using case management tools such as Zendesk 📍Self-motivated with the ability to manage customers cases in a timely manner

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