Job Description
Job Description
. Provide quick, responsive, high quality and consistent support and customer service.
. Respond to queries and perform technical assistance (first contact resolution) over multiple channels (e.g phone, WhatsApp chats and email).
. Prompt users with relevant questions to determine nature of issue.
. Meet operations service levels (SLA)
. Escalate issue to management, support teams or 3rd party vendors for assistance when problem is complex and beyond Level 1 support within SLA.
. Manage third party vendors for problem resolutions, ensuring timely closure for problem tickets generated
. Follow up with users to ensure issue has been resolved.
. Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well the steps being taken to resolve them.
. Gather feedback from customers.
. Keep track and document all issues and resolutions accordingly.
. Submit Daily/ Weekly/ Monthly report to custom...
. Provide quick, responsive, high quality and consistent support and customer service.
. Respond to queries and perform technical assistance (first contact resolution) over multiple channels (e.g phone, WhatsApp chats and email).
. Prompt users with relevant questions to determine nature of issue.
. Meet operations service levels (SLA)
. Escalate issue to management, support teams or 3rd party vendors for assistance when problem is complex and beyond Level 1 support within SLA.
. Manage third party vendors for problem resolutions, ensuring timely closure for problem tickets generated
. Follow up with users to ensure issue has been resolved.
. Maintain ongoing communication within the team and keep all stakeholders aware of relevant, known issues as well the steps being taken to resolve them.
. Gather feedback from customers.
. Keep track and document all issues and resolutions accordingly.
. Submit Daily/ Weekly/ Monthly report to custom...
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