The purpose of this role is to serve as a link between clients and the Technical Support team. By swiftly and efficiently handling clientreported incidents this individual keeps clients informed and fosters positive relationships with them. Simultaneously they ensure the Technical Support team is kept informed and assist with information gathering and communication as needed. The objective is to maintain service delivery excellence minimize distractions for technicians and swiftly resolve support queries to prevent recurring issues.
Acting as the first contact for clients reporting technical issues via call or CRM system
Handling support calls courteously and efficiently for the Technical Support (TS) team enabling them to focus and work more effectively. This ensures faster issue resolution while adhering to Service Level Agreement (SLA) timelines.
Following up with clients to verify the status of their service after receiving issue resolution notifications.
Providing clients with updates on the progress of their tickets.
Proactively informing clients and partners about scheduled maintenance or system upgrades to minimize disruptions and maintain transparency.
Make service calls to assess the quality of assistance provided by the Technical Support team.
Ensure smooth and efficient workflow from client issue to resolution by overseeing and expediting the process. Assist technicians in managing their time and prioritizing tickets effectively to prevent overwhelm while meeting Service Level Agreement (SLA) requirements for client support.
Function as part of a team.
Adjusting clientlogged tickets to meet company Standards including formatting prioritization listing affected services and contact details.
Documenting internal notes relevant to the ticket for comprehensive recordkeeping.
Ensuring that each call results in written communication documented in the appropriate CRM system.
Logging tickets on behalf of clients who call for support or information.
Keep the Service Delivery Manager informed of potential challenges before they happen so it can be dealt with proactively.
Achieve the highest standard of customer service and service delivery.
General administration requirements and any such other duties as requested by the Service Delivery Manager (such as Compiling reports on progress of work)
Follow up with Technicians for progress updates and ETAs on support tickets in breach of SLA parameters.
Redistribution of support tickets assigned to a technician that is not available or unable to support the client within SLA
Assist with arrangements when onsite support is required (Callout).
Requirements
Strong customer service abilities
Capable of working effectively in a fastpaced environment
Proficient in organizing administrative tasks typing and problemsolving
Ability to follow processes and instructions thoroughly and take responsibility for tasks and actions
Reliable punctual and maintains a professional appearance
Adaptable to changes with ease
Demonstrates professionalism in phone and email communication
Must have the ability to handle challenging individuals.
3+ years experience in a similar role Provide good quality work Very strong analytical, problem solving and decision-making skills Effective task execution Be customer service focused Be able to work in a fast-paced environment Be able to work under stressful conditions Be able to communicate effectively and clearly Demonstrate professional attributes Excellent attention to detail skills Ability to prioritize work schedules and manage multiple projects simultaneously Demonstrate ability to be assertive and self-motivated Influencing skills Lead with confidence Be able to work overtime and standby as required Be able to focus on the requirements as set by management Punctual Administration skills Valid driver's license and own transport
Education
3+ years experience in a similar role Provide good quality work Very strong analytical, problem solving and decision-making skills Effective task execution Be customer service focused Be able to work in a fast-paced environment Be able to work under stressful conditions Be able to communicate effectively and clearly Demonstrate professional attributes Excellent attention to detail skills Ability to prioritize work schedules and manage multiple projects simultaneously