Customer Support Specialist - 2 years contract - $4500 (Morning Shift 6.30am)
- Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
- Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues timely
- Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
- Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
- Meets with Customers and teams to conduct inquiry reviews and to identify technology or process enhancements
- Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues
- Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge
- Guides customers through training documents, and may provide alternative solutions
- Provide guidance to less experienced team members on a need to basis
- Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline
- Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts
All About You
- Experience in Technical Support delivery to B2B customers
- Experience using proprietary tools, systems, and documentations to resolve moderately difficult customer issues.
- Hands on experience with relational database management systems (SQL) for complex research, desirable to have experience with analytics/ business intelligence/data visualization tools.
- Success in answering and completing technical customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts
- Strong ability to communicate technical solutions and concepts successfully to different level of audiences
- General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
- Highly desirable to have general understanding of payment networks and industry.
- Demonstrated initiative in building relationships with colleagues from multiple areas within your organization
Interested candidates may send in their resume and cover letter directly to Rupa Kankariya (R1441955)
** We regret to inform that only shortlisted candidates will be notified.
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Rupa Kankariya EA License No. 02C3423 Personnel Registration No. R1441955