• Monitor incoming support tickets on the ticketing platform. • Log, update, and track tickets throughout their lifecycle. • Categorize, prioritize, and assign tickets as per defined SLA • Investigate and resolve application-related issues within defined timelines. • Coordinate with internal technical teams to resolve complex issues. • Communicate effectively with users to provide status updates and resolutions. • Ensure proper documentation of issue, root cause, and resolution in the system. • Identify recurring issues and suggest improvements to reduce ticket volume.
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