Answer client queries received via telephone, email, or chat with empathy, professionalism and as accurately as possible.
Actively listen to the client and ask in-depth questions to identify the root cause of the problem.
Assist with the support group email box to help with capacity.
Use internal systems, best practice processes (navigating between systems) and the knowledge base to provide accurate answers to timely first-call resolution.
Identify repeating patterns or problems and escape those to your manager quickly so that we can provide a remedy.
Transfer any calls/emails received to staff members in other teams if you cannot find the answers and don’t know how to deal with the question.
Escalate unresolved issues to a team leader (appropriate team) while maintaining client communication throughout the process.
Assist (when needed) in training clients on product usage to ensure they ...