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Customer Support Specialist
Our client is looking for an enthusiastic, customer service driven person to perform a first line support role. A keen interest in technology is important however a customer service first attitude is key to this role. The successful candidate will need a calming nature under pressure, with a 'can do’ attitude backed up by a tenacity to ensure the customer receives a service that is beyond expectation.
The role
To diligently fulfil support duties to our clients to ensure system are kept operational, in line with our agreed SLA (Service Level Agreement) and customer expectations. Ensuring that we do so in such a manner that matches and bridges the gaps between technical and operational people and leaves our customer feeling our service was beyond expectation.
Responsibilities
Inbound support
- Respond to inbound support enquiries promptly, with accuracy, and attention to detail.
- Record all enquiries, communication, and information in Zoho, SharePoint or relevant systems to assist you and colleagues with the best resolution and collaborative effort.
- Make use of data within our systems to achieve our best results and manage enquiries and communication to our customers.
- Ensure you are focused and efficient following the support processes for your allocated role in the helpdesk.
Proactive support
- Manage and support the backlog of issues within SLA and communicate with our customers managing expectation.
- Take responsibility for enquiries allocated to you and their resolution or management within SLA. Ensuring you are proactive in giving our customer the best service.
- Escalate enquiries on a course to exceed SLA or damage customers expectation.
- Create proactive and longer-term solutions to frequent issues or issues that could be prevented by:
- Request or arrange training
- Request or arrange documentation
- Request or arrange hardware or software upgrades
- Request or arrange system configuration changes
- Request or arrange software development changes
