Client Services Representative
2 weeks ago
We're looking for a talented Support Agent to join our team
This is an exciting opportunity to provide first line support to clients across multiple locations worldwide. As a Support Agent, you will be the single point of contact for client incidents and enquiries, following documented processes to ensure tickets are logged, prioritised, and routed accurately.
Your key responsibilities will include:
- Manage and resolve all logged tickets, including escalation to second line support, and manage escalated tickets to second line within client Service Level Agreements.
- Provide excellent customer service following documented processes.
- Deliver effective and proactive communication of problems/issues that impact client installations.
- Assist in user account management, including creation, deletion, and setting of access permissions.
- Follow policies in relation to incident resolution and/or escalation, security, data management, and protection.
- Create and maintain client playbooks, ensuring all information is up-to-date.
- Raise repeat offenders in the Helpdesk team logs, and provide solutions.
- Maintain the SLA Worksheet, with client versions and active users.
- Conduct monthly post-mortems on client ticket activities and circulate reports to client leads.
You will need strong IT skills and proficiency with Microsoft Suite products (Word, Excel, Outlook). Zendesk and Incident Management knowledge and experience are highly advantageous. Additionally, you will require exceptional attention to detail, organisational skills, and the ability to produce high-quality communication, error-free spelling, grammar, punctuation, and email etiquette.
If you are passionate about delivering exceptional customer experiences, have a keen eye for detail, and are able to work independently as part of a team, we'd love to hear from you
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