Support Agent
Support Agent
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job purpose:
As a Support Agent youll be the first point of contact for our clients and vendors. Youll provide 24/7 customer support to our clients by taking calls chat requests or tickets and handling resulting incidents or service requests applying standard operating procedures in line with expectations of the role.. This role requires a friendly disposition communication skills and ability to resolve issues quickly and efficiently.
Qualifications
Bachelors degree/diploma in Computer Science Information Technology or related field required
1 2 years of experience in a technical support role preferred.
A (advantageous)
N (advantageous)
Requirements:
Receive log validate and diagnose client requests on the full range of products and services offered applying agreed service level agreements leveraging standard tools platforms and processes.
Uses MS product and process knowledge along with discretion to respond to tickets.
Provide client with a first call resolution where possible leveraging standard operating procedures or work instructions. Build knowledge articles or flag the need for such content when relevant articles are not available.
Provide timely updates to clients when requested on any pending requests or tickets.
Work closely with resolver groups and other functions to ensure timely updates are sent to the client.
Produce breach and aging reports for tickets opened by the service desk.
Identify gaps and shortcomings in the current processes procedures services and provide recommendations for improvement.
Employment Type
Full Time
