Job Description
Role:
Customer Support Executive / Helpdesk as the initialsupport level, is responsible for basic Customer issues. He/she is responsible for advising and orienting the Customer, and for ensuring escalation of more complex issues for resolutions, while maintaining Customer's trust, and presenting a positive, dynamic and supportive image of the Group.
Duties:
- Liaises with Customers and users for "how-to" issues (use of the Group's solutions and applications) and for possible bugs;
- Uses the Group's knowledge base to support Customers;
- Highlights missing or unclear parts in the Group's knowledge base and escalates to the Customer Success team;
- Creates issues in the ticketing tool for resolution, in strict respect of the Service Level Agreements;
- Escalates complex Customer issues to the Customer Success team or the Development team;
- Creates and maintains Scorecards for Customer Success (to be put on Confluence every Friday Follow Up on the Customer Success Scorecard;
- Prepares Daily Report of Customer inquiries;
- Support Admin & Sales.
Skills & Requirements:
- High school degree or higher degree;
- 2+ years working in a help desk related technical or support role, preferably with a technology reseller / vendor or systems integrator;
- Outstanding communication (written and verbal) and interpersonal abilities, with the ability to clearly communicate with technical and non-technical persons;
- Clearly able to communicate over a phone;
- Genuine desire to provide excellent Customer service;
- Working knowledge of issue management tools (e.g., Redmine, Jira or Mantis);
- strong organizational and multi-tasking skills;
- Ability to be calm under pressure;
- Ability to multi-task and prioritize;
- English proficiency is a must
Job Type: Full-time
Salary: $35,000.00 /year