Roles and Responsibilities:
- Excellent in communication (both verbal written)
- Must have worked with US clients previously
- Ability to speak and write clearly and accurately
- Demonstrated proficiency in typing and grammar
- Knowledge of relevant software computer applications and equipment
- Knowledge of customer service principles and practices
- Effective listening skills
- Willingness to co-operate with others and work to the greater good
- Multi-tasking capabilities
Required Experience, Skill Knowledge:
- Provide 1st and 2nd line technical support aimed at logging all calls and ensuring that SLAs are being adhered to
- Escalation of technical issues to Managed Services 3rd line in line with defined SLAs as appropriate
- Working as part of the team to ensure the department offers World Class Customer Service at all times
- Be the directly contacted group for specified Managed Services customers help desk to help desk and end-user
- Own the customer relationship, handling and resolving technical and account calls in an efficient and timely manner
- Provide accurate and timely information by investigating fully all customer enquiries, by using available equipment and applications, to ensure that incidents problems are resolved efficiently
- To produce knowledge articles and information to be distributed amongst the team