Your mission
Help businesses stay ahead of the game with innovative cloud communication and IT solutions.Your profile
This person will be part of our Frontline Services Team. The duties and responsibilities include:- Provision of 1st line support for reported incidents
- Provide excellent customer service in response to a wide range of inbound customer queries
- Provide a single point of contact for customers and vendors, dealing with the management of both routine and non-routine incidents, problems and requests
- Investigate and resolve customer inquiries using own initiative including, but not limited to, network and Internet related issues, hardware returns, restaurant menu changes and correspondence via email
- Cross- department collaboration in planning and execution of support processes when resolving customer issues
- Achieve challenging individual and team targets
Summary:
As a Frontline Support Specialist, you will be responsible for providing excellent customer service in response to inbound customer inquiries. Provide a single point of contact for customers and vendors, dealing with the management of both routine and non-routine incidents, problems and requests. This may involve answering questions, troubleshooting problems, and providing guidance or assistance.
Investigate and resolve technical issues using own initiative and communicate with vendors, customers, and different teams internally to expedite resolution and close tickets.
Qualifications:
Ability to multi-task, adapt to change, follow instructions and work well with others and make decisions
Should display resourcefulness, efficiency, originality, flexibility, and problem-solving skills
Detailed knowledge of operating appropriate company and vendor systems including but not limited to SalesForce, TOAST and Aloha (NCR)
Key Responsibilities:
· Respond to inbound customer inquiries via phone, email, and chat
· Maintain a high level of customer satisfaction through effective problem-solving and communication
· Close tickets in a timely and efficient manner, paying close attention to details
· Resolve technical issues for customers and clients by asking relevant questions to probe issues and identify root cause
· Communicate with vendors to troubleshoot and resolve technical issues, efficiently and professionally looping in all major stakeholders as needed
· Communicate with customers and clients to provide updates and resolution of technical issues, chasing updates internally and externally
· Document and track technical issues and resolutions in a centralized database
· Work with different teams internally to resolve issues and make follow-up as needed
· Escalate issues to ensure timely resolution
· Continuously improve knowledge and skills through training and self-study
· Be very adaptable to constant changes in the support process
· Work in flexible hours to match customer needs