Responsible for providing 1.5 level support to agents that are experiencing knowledge gaps when handling tickets. Technical support specialist (TSS) role has been created to reduce average handling time and increase First Contact Resolution (FCR), fixing issues while agents are supporting the customers, sharing knowledge, and supporting agent development to increase customer satisfaction.The scope includes incident management for end users for multiple enterprise applications and business specific applications, multiple platforms as well as hardware and software application conflicts, via different channels. Follows global established processes. What you will be working on 1.5 Level Support:Assist agents (Coaching) with technical support to resolve incidents while supporting the customer.Coach and assist the agents on following the existing Incident and request management processes in compliance with the Quality standards.Provide recommendations to management and Service Delivery experience (SDX)Provide resolution tips on a regular basis. 

Auxiliary responsibilities relevant for this JobActivities with alignment and approval of the manager