Key Position Responsibilities Include Provide frontline customer support for the Design domain across agreed support channels, using processes, tools and knowledge assets. Resolve common questions, how-to guidance and standard troubleshooting within L1 scope, with clear ownership of first-contact resolution wherever possible. Perform structured first-line investigation, capturing customer impact, environment details, steps attempted, screenshots, logs or examples where appropriate. Resolve issues directly wherever they fall within L1 scope; when escalation is required, escalate to L2 with a clear problem statement, evidence, steps already taken, urgency, customer impact and any relevant domain context. Maintain strong ticket hygiene, documentation, SLA discipline and professional customer communication in English. Support Payments Flex issues at first-line level by identifying failure type, collecting essential transaction/context details, reassuring the customer and routing correctly ...