Job Responsibility1. Provides unrivalled customer service to all customers, ensuring 100% satisfaction.
2. Receives requests for support or advice from customers or end-users via phone and
email; takes ownership of and responsibility for the requests and prioritizes them in
accordance with procedures and SLAs (Service Level Agreements) currently in operation.
3. Acts as a single point of contact for all phone and email queries from customers.
4. Handle an open ticket for each issue/request received from customers and assign the
ticket to an assignee/owner.
5. Troubleshoots basic software and hardware issues via phone and resolves upon the first
contact, when possible.
6. Fully records all cases in the help desk/service desk tool and escalates to appropriate
resolver groups.
7. Monitors the progress of requests for support and ensures that customers and other
interested parties are kept informed.
8. Escalates issues to appropriate second and third-level subject-matter experts in
accordance with SLAs and follow up on incidents when appropriate.
9. Leverages internal and external resources (knowledge bases, manuals, support sites,
vendors, etc.) to answer questions and resolve issues.
10. Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge
articles and user guides.
11. Owning all requests and incidents and seeing each through resolution and customer
satisfaction.
Job RequirementsJob Benifits
