Description:
As a Customer Services Analyst, you will be at the forefront of our customer support efforts, handling inquiries through various channels including our helpdesk portal, telephone, and email. Your responsibilities will include:
- Customer Support: Serve as the initial contact for iSAMS customers, providing assistance and resolving queries promptly.
- Troubleshooting: Conduct initial diagnostics for customer issues and escalate complex problems to relevant teams or third-party suppliers.
- Incident Management: Utilize our Incident Management system to create and resolve tickets efficiently, ensuring timely updates.
- Communication: Respond to all new tickets within one working day, with an average response time of just 15 minutes!
- Training & Guidance: Assist customers with 'How To' queries and provide occasional client training sessions.
- Continuous Improvement: Monitor trends and recurring issues, sharing insights with the team to enhance our services and processes.
- Knowledge Sharing: Stay updated on the iSAMS product and contribute to support forums, helping to cultivate a knowledgeable team environment.
We are keen to find candidates who possess:
- Experience in a Service Desk, Helpdesk, or Technical Support environment with a focus on managing incidents.
- A strong background in customer service, especially in roles with direct client interaction.
- Familiarity with call logging systems and a good understanding of incident management principles, including ITIL practices.
- Experience in supporting technical products or SaaS offerings (desirable), and familiarity with the Education sector or Management Information System (MIS) products is a plus.
- Excellent communication skills, both written and verbal, with a keen attention to detail and a proactive, "can do" attitude.
- Career Development: This role offers ample opportunities for professional growth and skill enhancement within a supportive environment.
- Impactful Work: Be part of a team that plays a crucial role in ensuring customer satisfaction and success.
- Collaborative Culture: Join a vibrant and dynamic team that values innovation, teamwork, and a positive atmosphere.