Job Duties/Roles
- Diagnose and troubleshoot technical issues, including product setup
- Ask customers targeted questions to quickly understand the root of the problem
- Utilize CRM to track and update tickets
- Track product issues through to resolution within agreed time limits
- Pick up issues that the level 1 analyst escalates
- Communicate with clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. senior support team members, software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Follow up with clients to ensure their product is fully functional after troubleshooting
- Maintain good relationships with clients
- Mentor junior team members and assist in training newer members of the team
Knowledge , Skills and Abilities Required (KSAR)
- An ability to assess customer product knowledge levels
- Ability to deal with difficult callers
- Basic understanding of Java programming language
- Ability to look up and modify code in order to resolve escalated customer issues
- An in depth understanding of the product customers are using
- Good interpersonal and customer care skills
- Good communication skills and fluency in English
- Ability to document customer issues appropriately
- Working knowledge of the ABS Health, Safety, Quality and Environmental Management System