Original listing text, shown exactly as published by the company.
Key Duties & Responsibilities
- Owning and progressing cases through to resolution by utilising available resources and expanding own knowledge.
- Escalating a case in good time.
- Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
- Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
- Documenting solutions and producing written guidance on resolution steps and procedures.
- Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset and working closely with management to increase the level of personal skills and competence.
- Self-Motivation & initiative to aid your investigation process and career development.
- Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support.
- Ensuring root cause analysis is carried out where necessary.
- Identify training gaps in our knowledge media and recommend areas for improvement.
- Actively contribute to case reduction initiatives
Skills / Knowledge & Experience
- Ability to efficiently plan and prioritise workload to meet deadlines.
- Expertise or knowledge relating to a specified Keyloop product / module.
- Investigation, analytical, problem solving and trouble shooting skills.
- Excellent communication skills, including telephone, virtual methods, written, and verbal skills in local language and English.
- Able to articulate simply complex problems or issues.
- Knowledge and understanding of customer expectations.
- Ability to influence and overcome objections.
- Ability to interact with multiple levels of Keyloop customers and associates.
Qualifications Required
Essential
- Experience of working with customers
- ERP Application support or equivalent
- Experience of supporting customers to a high level of performance, productivity and customer satisfaction…
