- Respond to and log all inquiries received from clients via telephone, chat, email, or website.
- Maintain detailed documentation and update tickets for all incoming support requests in real time.
- Keep well-documented and updated case notes on all tickets daily
- Provide daily communication to clients on outstanding ticket status
- Identify, analyse, troubleshoot and resolve client service requests
- Work as a team member to collaboratively resolve client requests and technical issues with partners and vendors.
- Participate in group discussions, meetings, work teams, and company staff meetings and events.
- Provide first-level customer support, including troubleshooting basic issues with software applications.
- Manage multiple cases at one time.
- Ask and gather intelligent questions about the client’s business and accurately record in the ticketing system
- Properly escalate tickets to a higher level of support as necessary, including service that exceeds skill level or any other issue that could impact customer satisfaction