Reference: 5993 DB

Job Description:

Acknowledge and clarify customer support queries.
Recreate and document issues in more detail than reported by clients.
Learn and work with platforms to better handle support queries.
Manage support case statuses based on current deliverable or action items on the case.
Attend and have occasional calls with clients to better clarify support issues.
Convert support cases to Engineering work items where a code fix or change or data work is needed.
Keep high-level status for each ticket action up to date.
Create training material to explain a feature to a client where needed or requested.
Flag complex issues that need management level attention, escalate issues to appropriate internal teams.
Own the function and help improve the user experience for yourself and the clients.
Attend to occasional Email Correspondence.
Attend to occasional Instant Messaging Responses or Correspondence
Learning new concepts, techniques, and tools on-the-job.
Prepare and supply status reports.

Qualifications:

Beneficial to have worked in a position where good admin skills were required.
Beneficial if you have worked in a position that you have had to provide some form of training.
Beneficial if you have worked in a position that you have had to connect regularly with colleagues and or clients.
Confident with and around making use of the internet, email, Instant Messaging, social media.
Well versed in Microsoft Office Suite
Spreadsheet Experience advantageous.
Well spoken English
Well written English