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Service Support Specialist
3 weeks ago
We are seeking a talented Service Support Specialist to join our team. As a Service Support Specialist, you will play a key role in providing high-quality service support to clients across multiple locations and applications.
About the Role
The successful candidate will be responsible for:
- Providing service support and advice in response to inquiries and requests about shared services products and services;
- Promoting and supporting clients in the self-service function;
- Following procedures and processes, and logging incidents and requests using existing customer management tools;
- Creating a positive customer experience by researching and resolving complex issues;
- Contributing to the continuous improvement of processes and knowledge base;
- Researching and analyzing information to make recommendations based on relevant evidence.
Requirements
To be successful in this role, you will need:
- Strong capabilities in processing transactional tasks, such as updating records and submitting requests;
- Experience in providing customer-centric service support in a medium to large client services environment;
- Able to deal with demanding or difficult customers in a service desk setting.
What We Are Looking For
An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills, and experience align to the role. Please answer the following question directly as part of your cover letter:
Tell us about a time when your team or organisation underwent a significant change (e.g., new systems, processes, or client onboarding). How did you adapt, and what did you do to maintain service quality during the transition?
