Client Services Support Representative - Johannesburg North, South Africa - Maplewave

Maplewave

Verified Company

Johannesburg North, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

The Client Services Support Representative Level 1 is the front line for Maplewave support, responsible for timely and quality support to Maplewave customers around the globe.

Analyzes and rectifies customer issues using established procedures.

Maintain business relationships ensuring satisfaction and resolving concerns in a timely manner while communicating to all channels within the company.

Communicates to both technical and non-technical audiences.

Reactive Customer Support

Makes use of all available materials, including but not limited too; Confluence, Technical Documentation, Jira, Freshdesk, SharePoint, and Demo/Walkthrough product review videos to educate and stay on top of all applicable products, technologies, operating systems to enable the ability to deliver support to customers.
Provides timely support through indepth knowledge of Maplewave products and solutions, with escalations to other CST team members, Production Support or Delivery as required to ensure traction.
Takes ownership of assigned support requests, perform triage activities to confirm issue and resolve upon first contact if possible while providing superior customer service through issue management and communication.
If immediate issue resolution is not possible, complete handoff check list and escalate to Level 2 Support.
Keeps support portal updated with all actions against tickets, ensuring customer has visibility to status and resolution timelines.
Continued Maintenance and contribution to Maplewave support knowledge base as a result of resolving issues not previously documented.
Takes all measures to meet the agreed upon timelines as set by client and Maplewave for response and action.
Communicates ETA effectively to customer and delivers on time, with consistent followup until client satisfaction at resolution.

Proactive Client Relationship Activities

Conveys customer feedback to internal departments for further action or software development
Seeks to understand client CAT trends and offers solutions to prevent future issues
Communicates with customers concerning product release dates, new versions, upgrades and the resolution of documentation problems
Maintains contact with all clients to ensure high levels of client satisfaction.

Communication & Teamwork

Working cooperatively through knowledge sharing and the coordination of tasks while holding themselves accountable for achieving team objectives
Utilizes internal resources to effectively gain and share knowledge and trains less experienced team members where appropriate.
Proactively increase personal training & development to strengthen knowledge and skills

Documentation/Implementation/Training

Create new processes documents
Review and provide feedback training process/set up documents
Updating knowledge sites, documentation, etc. (SharePoint, Confluence)
Support internal process and collaborate with Technical Writer on document creation

After Hours Support

Provides timely support to clients with 24/7 availability during a weekly rotation for after hours.
Be available on Sunday's during oncall rotation to support international customers
Working knowledge of Maplewave software, servers, Linux, hardware to diagnose and troubleshoot issues.
Understanding levels of responsibility and decision making on best resources to bring resolution.
Root user permissions are preferable to access Maplewave servers, which entails proficient Linux knowledge and other technical skills.

Miscellaneous Tasks