As a key player in our customer support team, you will be responsible for delivering high-quality service outcomes by resolving customer issues through coaching, mentoring and training of staff.
Key Responsibilities:
* Promote effective communications within the team to meet deadlines and provide coaching, mentoring and development training for staff.
* Undertake in-depth problem assessment and educate end users to resolve incidents and reduce recurring calls.
* Provide remote and onsite service support, log incidents and allocate unresolved calls to relevant teams.
Required Skills and Qualifications:
* Monitor knowledge base submissions and provide input through documentation or updating records of known errors.
* Organise workloads to ensure quality client services and liaise with colleagues and stakeholders.
* Develop procedures to document problems, requests and questions, and recommend modifications.
* Participate in projects and promote a culture of professional behaviour.
* Conduct research and analysis, provide information and make recommendations for business reporting.
* Develop and maintain systems, policies, procedures and practices for administrative operations.
Benefits:
* Opportunity to develop skills and expertise in customer support and technical troubleshooting.
* Collaborative and dynamic work environment.
Other Information:
* This role requires excellent communication and interpersonal skills, as well as the ability to work effectively in a team environment.