Job description (Details of the position i.e. duties):
Frontline product support:
-Â Â Â Â Â Â Â Â Attending to in/out Frontline requests
-Â Â Â Â Â Â Â Â Escalating investigative queries to second line support/consulting
-Â Â Â Â Â Â Â Â Correct time logging
-Â Â Â Â Â Â Â Â Correct ticket admin (time logs, Client ID, Summary, ticket details)
-Â Â Â Â Â Â Â Â Closure of completed tickets
-Â Â Â Â Â Â Â Â Follow user guides/SOPs where possible, ensuring consistency and quality of work
-Â Â Â Â Â Â Â Â Report back to your TL on areas lacking documentation/guides
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Support inbox:
-Â Â Â Â Â Â Â Â Allocate tickets to correct departments/consultants
-Â Â Â Â Â Â Â Â Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible
-Â Â Â Â Â Â Â Â Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable
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Client chats:
-Â Â Â Â Â Â Â Â Quick turnaround time on IM chat responses
-Â Â Â Â Â Â Â Â Follow internal SOPs (ensuring quality responses and follow up)
-Â Â Â Â Â Â Â Â Opening tickets related to items raised on IM chats
-Â Â Â Â Â Â Â Â Ensure IM chat roster is being followed and that your shifts are covered
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Customer engagement:
-Â Â Â Â Â Â Â Â Respond to (investigating and solving) client queries relating to company products
-Â Â Â Â Â Â Â Â Communicating with customers via email, phone and IM chats
-Â Â Â Â Â Â Â Â Provide high-quality customer support by means of quick, effective and informative feedback and relevant information
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Feedback to Dev:
-Â Â Â Â Â Â Â Â Report bugs via escalating DevGo2's (following correct process)
-Â Â Â Â Â Â Â Â Report back on client enhancement requests and product feedback
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Ticket/inbox management:
-Â Â Â Â Â Â Â Â Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL
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-Â Â Â Â Â Â Â Â Upsell company offerings where possible
-Â Â Â Â Â Â Â Â Provide customers with what they requested, and more, where possible - using supporting materials such as links to guides, sops etc
-Â Â Â Â Â Â Â Â (FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of
-Â Â Â Â Â Â Â Â (AHT) Average Handle Time of 24 hours for ticket resolution/completion
-Â Â Â Â Â Â Â Â Follow correct process to escalate client complains
-Â Â Â Â Â Â Â Â Research as required to resolve customer queries
-Â Â Â Â Â Â Â Â Report key issues to wider team by means of the Client Heat Meet
-Â Â Â Â Â Â Â Â Represent the brand when required
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Feedback to team leaders:
-Â Â Â Â Â Â Â Â Escalate any concerns to your TL/HR as needed
-Â Â Â Â Â Â Â Â Regular feedback to your TL on personal development / issues / needs
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Experience, Qualifications and skills:
Experience:
-Â Â Â Â Â Â Â Â Experience working in collaborative teams
-Â Â Â Â Â Â Â Â Prior experience in a frontline team
-Â Â Â Â Â Â Â Â Prior experience in tourism - advantageous
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Skills:
-Â Â Â Â Â Â Â Â Very strong software application knowledge
-Â Â Â Â Â Â Â Â Excellent spoken and written English language skills
-Â Â Â Â Â Â Â Â Typing speed (>45wpm)
-Â Â Â Â Â Â Â Â High attention to detail
-Â Â Â Â Â Â Â Â Sense of urgency to meet SLAâs
-Â Â Â Â Â Â Â Â Passionate about customer service
-Â Â Â Â Â Â Â Â Excellent documentation and admin skills
-Â Â Â Â Â Â Â Â Inquisitive and eager to learn
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Candidates will be required to complete relevant assessments
Sector:
IT, Tourism
