Job Description: Please find the detailed job description attached for your reference.
Duties
Customer Support for T1/T2 issues for Learning Manager LMS
Deliver First Call Resolution by handling customer requests and resolving customer's technical and non-technical issues as often as possible during the first contact for assigned product.
Articulate the issue's business impact; and manage resolution appropriately
Provide a professional & competent standard of phone and online support (call/email) for Paid customers.
Demonstrate ownership and willingness to resolve issues in a timely manner.
Communicate and articulate clearly with the customer (in both verbal and written communication).
Accurately document all customer interactions in a case-tracking database.
Content to be logged in full written English
Call back customers waiting for follow-up in the agreed timeframe.
Manage all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
Demonstrate understanding of escalation handling procedures
Resolve known customer issues through the use of a knowledgebase, direct use of the product and operating systems, product user guides, and other reference materials
Report top call generators, severe issues, current emerging trends, feature requests and common how-to questions
Forward any issues/escalations to next level of support for further resolution