The purpose of this role is to technically support the client’s customers who purchase their products and services. The Service Desk Analyst will be responsible for supporting small to medium enterprises and larger organizations as well as development and maintenance of customer relationships within a set number of complex corporate accounts.
A high level of client relationship skills and problem solving for solution development is required for this role. Success will be evident in the measurement of client satisfaction, reduction in support issues, first call resolution and end-to-end resolution of issues.
Responsible for support of technical products and environments
Offer an exceptional level of customer service to all of the client’s customers in every interaction
Train all new clients on the system and ensure new starters are adequately inducted when they commence
Maintain and create knowledge base. Create a knowledge base that can be used internally and externally for our Clients as well as to ensure the knowledge base is updated daily
Major incident management. Responsible for end-to-end management of priority one issues in alignment with ITIL
Build and manage effective relationships with the client’s groups that support the sales, implementation, and on-going customer support activities
Provide clear and positive communication to all relevant people to ensure that the customer’s needs are met.
Maintain positive relationships and build relationships with our vendors
Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate
Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups
Responds to customer inquiries concerning system software and applications and able to communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise
Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved
Assist in creating technical documents, and training material
Provides work direction, problem resolution, and training to other technical support personnel
Any other task/duty as directed by client/management
Bachelor’s Degree in Computer Science, Engineering or related field
At least 2 years’ experience in a supporting a contact centre solution such as Vocalcom, Genesys, Avaya, New Voice Media or similar contact centre solutions
Candidates with Amazon and Salesforce certifications are desirable
Background and experience in Interactive voice response (IVR) technology and set-up
Experience in managing key technical relationships and troubleshooting technical issues