Job Description
As our Enterprise business continues to grow, our Customer Support organization needs to evolve and adapt in order to continue providing world class service to our customers. One key step in our evolution is the creation of a centralized Service Desk which is able to take in issues from our customers regardless of the support channel.
The primary function of the Service Desk is to triage, prioritize and quickly connect our customers to the best available resource to resolve their issues.
We are looking for energetic, passionate and professional talent to help us make the Service Desk a reality.
What you'll do :
- Be part of a 24x7 Enterprise grade Service Desk team
- Triage issues coming from various channels such as phone, chat or web portal
- Prioritize customer urgency and issues priority
- Search and reuse information gain from our internal information repositories
- Log all incidents and requests into our case management system
- Accurately document all customer interactions in a case management system
- Connect issues and cases to the most appropriate and effective resource
- Create positive experiences through effective and clear communications, appropriate sense of urgency and a respect for our customers- time and effort
What you'll need to succeed :
- Ability to assess customer sentiment at all stages during the communication.
- Ability to drive issues through the organization with urgency.
- Ability to communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism.
- Ability to understand the business impact of issues.
- Ability to stay calm under stressful conditions while driving issues forward.
- Ability to quickly learn and apply new knowledge and concepts.
