Accountabilities:
· To provide CIRIUM customers with a high level of customer services responding to all enquires received via live chat and or email
· To provide first level contact and convey solutions to CIRIUM Customers through troubleshooting intermediate product issues
· Manage and handle both inbound telephone calls and emails for the CIRIUM Customer Service queue both on technical aspect and product inquiries while managing high level of customer care
· Manage and maintain helpdesk ticket tracking software used Update customer data and produce activity reports, ensuring proper recording, documentation, and closure
· Follow up with customers, provide feedback and see problems through to resolution
· Work alongside colleagues in the Americas and EMEA/APAC Client Services teams
· Properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed
· Recommended workflow modifications or improvement as deemed necessary to improve processes
· Act as a senior representative of the team that provide support during weekend
· Prioritize P1 to P2 customers and complex cases
· Conduct random audit of tickets cases handled by level 1 and 2 customer representatives
Qualifications:
Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
With TSR experience
Must be detail oriented and knows how to multi-task (communicating with the customer while documenting the interaction)
Should be comfortable navigating software such as Confluence, Salesforce and Jira
Demonstrates knowledge and proficiency in Microsoft office applications, with excellent keyboard skills
Excellent verbal and written communication skills
Ability to research and obtain necessary information using provided resources
Ability to ask all relevant questions
Ability to follow instructions for entering complete notes and make appropriate record disposition and recommendation
Energetic, positive thinking and self-motivated
Willing to be cross-skilled/upskilled if needed
No reliability/attendance issues
Do relevant tasks as assigned
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers: