- Serve as the first-point-of-contact for phone, email, web, and chat inquiries.
- Triage and convert incoming requests to determine priority, clinical risk, and resolution path.
- Provide direct resolution for common issues and escalate complex issues to L2/L3.
- Maintain high standard of customer service (empathy, clarity, accountability).
- Log all cases accurately in ServiceNow with complete categorization.
- Provision user requests to create, add, modify, or delete access.
- Monitor cases and ensure continuous follow-up.
- Provide support for pharma and vaccine-related systems.
- Adhere to Key Performance Indicators including SLA compliance.
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