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 acc...
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