Customer Support Agent

Purpose of the position

The primary purpose of the role is to provide product support for clients using the company s products. This is achieved by attending to customer queries as well as identifying product issues/enhancements and query trends.

Duties and Responsibilities:

• Provide integration and product support to clients;
  
• Work closely with multiple groups to triage and prioritize issues and determine the most effective resolution approach which may include replicating isolating and identifying a root cause while providing workarounds;
  
• Managing support tickets and ensuring SLA s are adhered to and met;
  
• Document and communicate status and resolution to clients and all stakeholders;
  
• Identify and recommend product and process improvement strategies based on perceived trends or patterns in issues.
  
• Managing and driving client onboarding;
  
• Diagnosing troubleshooting and resolving integration questions issues and other requests;
  
• Building strong relationships with key clients;
  
• Driving product adoption success and satisfaction with every client engagement;
  
• Proactively monitoring and resolving any client integration and processing issues;
  
• Writing and updating internal and external training materials including product FAQ s; and
  
• Writing and updating knowledge base articles related to integration and support processes.
  

Requirements

Education and Experience

• Knowledge and experience in database technologies including SQL queries;
  
• Knowledge and experience in Microsoft .Net software development technologies; and
  
• Knowledge and experience in Networking and communications technologies.
  
• Quality orientation;
  
• Initiating action;
  
• Customer focus;
  
• Continuous learning;
  
• Attention to detail;
  
• Excellent verbal and written communication skills;
  
• Excellent client interaction and client service skills; and
  
• Excellent problemsolving skills.
  

Benefits

Education and Experience

• Pension Fund
  
• Funeral Benefit
  
• Critical illness Cover
  
• Death Cover
  
• Disability Cover