Customer Support Voice

Job Title: Helpdesk Analyst/ IT Analyst- International Voice Process

Responsibilities
• To respond to customer and internal staff queries over the telephone, via remote access or via email promptly in a professional and timely manner.
• To follow up on customer enquiries appropriately.
• To analyse issues, identify the cause and provide customer centric solutions to resolve system and process issues
• Striving to improve Customer Experience by providing accurate and timely resolution.
• Consistently achieving KPI targets.
• To assess severity of issues based on the procedures to appropriately utilise expert internal resources and escalate to management team
• To accurately log all customer interactions in the Dictate IT issue management system to enable measurement of response times, types of queries and areas where preventative action will be appropriate
• To gain an in depth understanding of the core and customised software deployed across each client site
• To help maintain service levels in readiness for management team to assess customer and performance reports
• General support related queries(assisting customers and other helpdesk members
• Executing Ad-Hoc SQL reports for customers/colleagues.

Occasional Duties
• To carry out any other reasonable duties and responsibilities as assigned or as dictated by unexpectedBusiness levels.

Key Skills Required
• Excellent English oral and written communication skills
• Problem solving skills
• Ability to prioritise and manage workloads
• Attention to detail
• Ability to work both independently and as part of a team
• Experience using Microsoft Office
• Experience and training in troubleshooting and providing support

(ref:updazz.com