Tech Customer Spt Coordinator I

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
  
  

• Bachelors 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