Frontline User Support Consultant - Hillcrest, South Africa - Carlysle

Carlysle

Verified Company

Hillcrest, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

KwaZulu Natal, Kloof & Hillcrest**
Monthly Cost To Company (Market related, Negotiable)

Be part of something awesome

Experience a great working environment with fantastic people. Our office is a stone's throw away from the beautiful Krantzkloof Nature Reserve but we have implemented a Hybrid model.

Job description (Details of the position i.e.

duties):

Feedback to Dev:

***-
Report bugs via escalating DevGo2's (following correct process)
***:
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Report back on client enhancement requests and product feedback
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Ticket/inbox management:***-
Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL
***
Frontline product support:***-
Attending to in/out Frontline requests
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Escalating investigative queries to second line support/consulting
***:
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Correct time logging
***:
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Correct ticket admin (time logs, Client ID, Summary, ticket details)
***:
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Closure of completed tickets
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Follow user guides/SOPs where possible, ensuring consistency and quality of work
***:
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Report back to your TL on areas lacking documentation/guides
******
Support inbox:***-
Allocate tickets to correct departments/consultants
***:
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Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible
***:
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Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable
***
IM chats:***-
Quick turnaround time on IM chat responses
***:
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Follow internal SOPs (ensuring quality responses and follow up)
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Opening tickets related to items raised on IM chats
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Ensure IM chat roster is being followed and that your shifts are covered
***
Customer support:***-
Respond to (investigating and solving) client queries relating to company products
***:
***:
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Provide high-quality customer support by means of quick, effective and informative feedback and relevant information
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Upsell company offerings where possible
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Provide customers with what they requested, and more, where possible - using supporting materials such as links to guides, sops etc
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(FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of
***:
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(AHT) Average Handle Time of 24 hours for ticket resolution/completion
***:
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Follow correct process to escalate client complains
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Research as required to resolve customer queries
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Report key issues to wider team by means of the Client Heat Meet
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Feedback to team leaders:***-
Escalate any concerns to your TL/HR as needed
***:
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Regular feedback to your TL on personal development / issues / needs
***
Experience, Qualifications and skills:
Experience:

***-
Experience working in collaborative teams
***:
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Prior experience in a frontline team
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Prior experience in tourism - advantageous
******
Skills:***-
Excellent spoken and written English language skills
***:
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Typing speed (>45wpm)
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High attention to detail
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Sense of urgency to meet SLA's
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Passionate about customer service
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Excellent documentation and admin skills
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Inquisitive and eager to learn
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Benefits:******:
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You may opt in to paid overtime work if you qualify.
***
Job location:
Kloof, Durban

Salary:

We have vacancies at various levels and salaries vary accordingly.

Sector:

IT, Tourism

Work type:

Full time