• Deliver consistent and exceptional customer service, and where possible first call resolution across all Vocus products and services.
• Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels.
• Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.
• Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.
• Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.
• Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.
• Ensure system, service records and documentation are kept up to date with any changes.
• Identify complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA.
• Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.
• Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.
  
  

Please refer to job description.