The ideal candidate loves talking to people and proactively solving issues. You will be responsible for quickly resolving issues and providing resolutions. The ideal candidate will also have experience working in a high pressure environment.
Job description:
Assist in management of Service Desk tickets:
* First point of contact for customer queries by phone or via ticket system.
* Actively monitor any tickets being sent internally and externally and direct them to the right team to support.
* Escalate in a timely manner when tickets are aging and/or require prompt action.
* Advocate for customer in raising any issues being faced and escalating accordingly.
Customer file management and administrative follow-up:
* Update regularly customer information in the different systems used
* Support customer training regarding new processes, policies and tools
Internal & Team Support
* Raise awareness when gaps in process are being found, or changes need to be made in line with the growth of the business.
* Assist with internal reporting regarding ticket volumes and types of tickets being raised.
* Build a good relationship with the Operational teams and wider teams within the business in order to provide a seamless service to the customer.
* Be an advocate when internal teams are not following process and raise accordingly.
* Assist in gathering information from site teams in order to support customer reporting.
* ...