I've worked in a call center industry for almost 9 years. Supporting as Technical support and customer service. I'm a DCSE (Dell Certified Systems Expert) and ITIL Certified (Information Technology Infrastructure Library).
My job descriptions, apart from receiving calls and emails, were calling customers, onsite technician and level 2 teams for ticket update. Admin task were generate open ticket and update them.
Had basic training on Detailed Process Map, RCA (Root-Cause Analysis) and SIPOC