- Provide front-line technical support for a large enterprise IT environment, answering and resolving incoming service desk contacts via voice and digital channels using Amazon Connect and Salesforce Service Cloud Voice.
- Document incidents and requests accurately, escalate per defined ITSM procedures, and meet service-level targets for response, resolution, and customer satisfaction.
- Contribute to knowledge base articles and continuous improvement of support processes, following ITIL-aligned processes for incident, request, and escalation management.
FormativGroup operates within the critical middle layer of business technology, connecting infrastructure to business processes for the middle market. They employ specialists with deep technical expertise across cloud architecture, system integration, AI, and data strategy to unify fragmented systems.