Support Consultant
Support Consultant
Posted on :
10-01-2025
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Job Description
Job Description:
The Support Associate provides firstline technical and functional support to clients for Zendesk Implementations Custom Development for Web and App and Qualtrics postimplementations. This role is responsible for resolving client issues ensuring customer satisfaction and adhering to SLAs.
Job Scope:
- Provide technical and functional support to clients via phone email and chat.
- Resolve client issues related to Zendesk Implementations Custom Development for Web and App and Qualtrics postimplementations.
- Triage and prioritize support requests.
- Document and track all support interactions in the ticketing system.
- Maintain a high level of customer satisfaction.
- Adhere to all support policies and procedures.
Roles & Responsibilities:
- Client Support:
- Provide timely and effective support to clients via phone email and chat.
- Diagnose and troubleshoot technical issues related to Zendesk Web/App and Qualtrics.
- Resolve client issues independently whenever possible.
- Escalate complex or unresolved issues to senior support staff or engineers.
- Incident Management:
- Document and track all support interactions in the ticketing system.
- Update tickets with accurate information and resolution steps.
- Monitor ticket queues and respond promptly to client inquiries.
- Knowledge Base Management:
- Utilize the knowledge base to resolve client issues and provide selfservice options.
- Assist in the creation and maintenance of support articles and FAQs.
- SLA Adherence:
- Adhere to all SLAs related to response times resolution times and customer satisfaction.
- Monitor individual performance against SLAs and identify areas for improvement.
- Communication & Collaboration:
- Communicate effectively and professionally with clients.
- Collaborate with other team members and departments to resolve client issues.
- Continuous Learning:
- Stay updated on the latest product releases and best practices for Zendesk Web/App and Qualtrics.
- Participate in training and development opportunities to enhance support skills.
Key Performance Indicators (KPIs):
- Individual FCR (First Call Resolution) rates
- Individual AHT (Average Handle Time)
- CSAT (Customer Satisfaction) scores for individual interactions
- SLA compliance rates
- Number of tickets resolved independently
- Accuracy and completeness of ticket documentation
- Proactive identification and resolution of client issues
Employment Type
Full Time
Company Industry
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