Onsite Senior Service Desk Agent

The Large Service Desk Agent's responsibilities include logging and handling all incoming calls, e-mails, and chats while providing excellent customer service for our large customers. Working directly with customers to troubleshoot and resolve their issues in a timely and efficient manner and escalating cases to other internal departments when necessary. This team player will work closely with the Tier 2 and 3 teams to obtain the best possible outcome for the customer and the company. Software tools are also provided to obtain these goals along with collaboration with other departments within the company. First contact resolution is our primary goal. Responsibilities and Duties: • Dealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure. • Identifying the need to escalate more complex queries to the relevant teams or departments. • Liaising with customers directly via telephone and e-mail. • Attending customer meetings when required to assist CSS and/or the customer. • Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation. • Working within SLA's – Ticket Resolution Times, Call Handling Times. • Ensuring excellent customer service and support throughout. • Updating and managing the CRM tool for all customer issues. • Liaising with internal teams to find resolutions for customer issues. • Attend, contribute and present at team meetings and other internal events. • Work tirelessly to achieve team targets relating to retention and growth. • Maintain a knowledge base of product and solution features/functionality of competitor and own products. • Work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them. • Obtain productivity improvements through the measurable development of individual associates (reflects the investment).

Creado: Jue, 01 de Ene de 1970