JOB SUMMARY
Provide first-line technical and customer support by logging, validating, diagnosing and resolving customer issues related to products and applications used at customer sites. Deliver solutions through effective information gathering, analytical troubleshooting and problem research, or route or escalate issues to the appropriate resolution groups. Ensure call escalation and management are completed in accordance with agreed service levels.
JOB RESPONSIBILITIES
- Answer customer contacts promptly and professionally
- Log and validate all contacts within the handling database
- Diagnose and resolve a high percentage of customer issues using relevant tools and systems
- Manage calls end-to-end, providing regular and accurate updates to customers on call status
- Complete followon actions as required
- Invoke escalation procedures within defined timeframes when necessary
- Adhere to all applicable company policies, procedures, and service standards
- Work towards achieving individual and team performance goals
- Protect confidential and sensitive information and materials
- Ensure strict compliance with licensing, copyright and trademark legislation
- Perform other duties as assigned
JOB REQUIREMENTS
Experience & Profile
- Bachelor's degree in Computer Science or equivalent work experience
- Previous experience working effectively in a fastpaced, highpressure and constantly changing environment
- Experience in a technical support and/or customer service role, preferably delivering frontline support directly to customers within an international company or call center environment
- Flexibility and willingness to work variable shift patterns, including a 24x7 roster (Working schedule: 2–3 weekdays and weekends (Saturday and Sunday), based on a roster)
- Basic technical aptitude with understanding of hardware, software and Microsoft® operating systems
- Ability to communicate effectively in English, both written and verbal
Core Competencies & Skills
- Ability to communicate effectively at all levels, both technical and nontechnical
- Excellent written and verbal communication, telephone etiquette and active listening skills
- Strong customer focus with proven interpersonal and relationshipbuilding skills
- Professional and confident manner
- Strong analytical and diagnostic skills
- Effective time management and task prioritization skills, with the ability to work under pressure
- Ability to work collaboratively as part of a team under direct supervision
- Capability to handle difficult clients and situations and negotiate mutually satisfactory outcomes
- Willingness and ability to comply with company policies and procedures
- Desire to work in a rapidly changing environment
