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Job Description
Responsibilities
Primary Customer Facing Responsibilities:
The individual will take on the role of a Business Services Support and Satisfaction Executive to assist customers via a Client ticketing platform, email platform, phone platform and the chat platform. The individuals support case handling responsibilities can be viewed from the perspective of three major process components:
Support case receipt and initial interaction responsibilities
The individual will be primarily responsible for handling customer service and support tickets for Corporate accounts that will be received from users on a daily basis.
Serve as the first point of contact for customers seeking service assistance over phone or email
Maintain proactive communications with Corporate accounts to assist them with order fulfilment information
Responsibilities associated with support case analysis and critical thinking on the individuals part to fully and clearly understand the user concern area to be addressed
Develop a deep understanding of the client products to be supported
Develop a deep understanding of the client ticketing system to effectively perform ticketing duties
Perform simple or remote troubleshooting and pertinent probing via appropriate investigation techniques to fully understand the user issue or issues at hand
Responsibilities associated with determining the correct resolution path combining client product knowledge, investigative problem probing and tools available to the individual while bearing in mind the scope of handling
Provide accurate information on Client software products or services based on the users inquiry
Determine the best solution along with alternative solutions if available for the issue or issues at hand based on the details provided by the user
Walk the user through the problem-solving process to effectively and conclusively resolve the issues raised in a timely manner
Responsibilities associated with post-resolution follow-up and closure of the case
Follow-up and update customer status and information on the case before finally marking the case as resolved
Client and Operational Responsibilities:
Consult and coordinate with the team leads, manager of heads as required to seek guidance on escalated cases from users to determine an appropriate resolution path
Efficiently and effectively record events and problems and their resolution in logs via the client provided tools or system accesses
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on processes or knowledge resources
Participate in group meetings when held and will maintain healthy communication levels with all the internal team members
Report back to client leads, clients managers, project lead and project heads via reporting templates or meetings as directed during the course of the role handling
Requirements
Proven prior experience as a help desk and software product technician and customer support individual
Tech savvy with working knowledge on basic computer operating system, software and hardware aspects
Pleasant and disciplined nature of user interaction
Any Graduate or relevant field
Proficient in written and spoken formal English communication.
Proactive with a hunger for learning, constantly thinking of improvements to processes on a macro level while taking into consideration current practices and limitations, driven, resourceful and highly customer oriented
Well versed with Microsoft Word, Excel, Google sheets and other common current business software
A desktop/laptop of their own along with a good stable internet connection.
Looking to establish a long-term relationship with the Organisation to grow and take on added responsibilities over time
Addition role specific information
This is completely a work-from-home setup with a 5-day work week schedule
The individual is required to work 9 hours every weekday
