IONA Customer Support Representative

Key Responsibilities.

• Provisioning and administrating customer accounts; adding, editing, deactivating users; creating usage reports and escalating client requests as necessary.
• Responding to enquiries from international clients, via phone or email, in English in a professional manner.
• Maintaining accurate records of customer interactions via case management systems.
• Producing documentation for clients to expected standards and guidelines.
• Collaborating with other departments to resolve customer issues.
• Providing feedback on recurring customer issues to help improve processes and products.
• Staying updated on company products, services, and policies to provide accurate information to customers.
• Adhering to company policies and procedures, including data protection and confidentiality guidelines.

Required Skills, Experience And Education.

• Strong spoken and written English.
• Bachelors degree or 2 yearsexperience working in a client support role.
• Ability to handle high volumes of customer interactions.
• Ability to learn and apply new skills quickly under own direction.
• Ability to prioritize and reprioritize work due to changing business/client requirements.
• Resilience in the face of difficult client interactions and high-pressure deadlines.