Job description
Deliver service and support to end-users using and online helpdesk ticketing system
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Gather customer s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve issues related to application use case and software issues involving internet connectivity, email clients, browsers and more
Research required information using available resources
Follow standard processes and procedures
Identify and escalate priority issues per Client specifications
Escalate problems to appropriate resource
Accurately process and record the transactions on the helpdesk ticket
Offer alternative solutions where appropriate with the objective of retaining customers and clients business
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates
Analyse the client tickets received and provide relevant solutions
Complete all other tasks that are deemed appropriate for your role and assigned by your manager/supervisor
Role: Technical Support - Voice / Blended
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Voice / Blended
Education
UG: Any Graduate
PG: Post Graduation Not Required
Key Skills
SupervisorTicketingUsageHelpdeskCustomer retentionService Desk AnalystResearch