Description:
As a member of the support team, you must be a team player and focused on the customer to respond quickly, professionally, and accurately. You must be prepared to talk in both technical and non-technical terms to a variety of customers. You will be responsible for helping to resolve end-user problems based on standard procedures, give solutions to thorny problems, and operating in tandem with other team members to coordinate work. You will help users troubleshoot issues and solve data issues.
- Provide users with support on technical, operational, and user/account-related issues, on the phone, via email/ticketing system and/or in person
- Track incidents and calls, entering data into the database timely and accurately.
- Provide professional end-user support via telephone, email or live web Chats
- Provide resolutions at the first point of contact, avoiding call transfers or call backs
- Ability to Present complex technical information to non-technical audiences
- Ability to leverage logs and monitoring tools to provide analysis on device and subject compliance as well as troubleshoot product or device issue
- Identify, research and resolve all client problems, questions and concerns in a timely manner.
- Monitor and ensure 100% accuracy of all escalations and work requests throughout the day and consistently resolve, de-escalate, or further escalate within the required client Service Level Agreements
- Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld
- Maintain proper tracking of problem resolution and conduct trend analysis for reference and management reporting.
Competencies
- Ability to understand, extract and update data from databases.
- Solve technical problems, diagnose causes, identify solutions and communicate status updates to clients
- Inform and instruct users on new products, features and best practices
- Strong Customer Service skills, both telephone and email, with excellent oral and written communications
- Ability to work with minimal supervision
- Ability to adhere to tight deadlines and protocols
- Ability to deliver high quality of work keeping in frame support metrics like Customer Satisfaction, Turnaround Times, timely follow ups etc.
- Be able to prioritize work based on business and customer demands
Experience and Skills
- 2-8 years of proven related experience in a renowned organization
- Previous helpdesk/support experience with proven ability to de-escalate and troubleshoot technical issues in a renowned organization
- International Work/Project/Campaign experience i.e USA, UK, CANADA
- Excellent communication and interpersonal skills