Responsibilities
• Answer incoming calls and emails from clients, accurately creating support tickets based on the information provided.
• Ensure all requests are logged and categorized correctly in the system.
• Keep clients informed of incident progress, notify them of upcoming changes, or inform them of scheduled outages or maintenance.
• Follow up with clients after the resolution of support tickets to confirm that the implemented solutions are working effectively and that the client is satisfied.
• Communicate with clients to schedule, confirm, and reschedule onsite appointments and service calls.
• Ensure appointments are set at times convenient for clients and align with operational capacity.
• Regularly monitor service dashboards to track open service requests, client escalations, and any emerging issues that may require immediate attention.
• Ensure support tickets are processed efficiently, updated regularly, and resolved within established timelines.
Qualifications and Requirements
• Proficiency in Microsoft Office Suite – Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to effectively manage multiple tasks and priorities, ensuring deadlines are met while maintaining high attention to detail.
• Proficient in typing with speed and accuracy, enabling quick and efficient data entry, email communication, and document processing.
• Excellent phone etiquette skills with a clear phone presence that fosters positive client interactions and resolves inquiries promptly.
• Able to handle unexpected issues or service interruptions with resourcefulness and a can-do attitude.
• Demonstrates a high degree of professionalism in all interactions, fostering trust and long-term relationships with clients.
