Source description
About the role
Inbound tickets - Review incoming support requests and evaluate risk, impact, and severity
Develop subject matter expertise in our technology
Provide technical support to clients via, cases and chat
Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders
Ability to actively listen, ask relevant questions and challenge clients appropriately
Maintain ownership and communication responsibility for each assigned case from initial report through resolution, even when others are engaged to achieve resolution
Provide timely, articulate, effective and substantive updates via our case management system, ensuring that all details of casework are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process
Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)
Effectively listen to all customer communications, identifying and logging all issues that are expressed. Ensure that all issues are resolved, including those that are regarding the process, general concerns, chronic or systemic in nature
Create useful knowledge content and update existing knowledge base articles
Develop and maintain consistent performance on all key performance indicators
Avoid escalation through proper communication and by engaging proper resources before the customer becomes frustrated and asks for escalation
While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services may be required
Client Care is open 24/7,shifts may vary.
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