Customer Support Specialist - Cape Town at Clickatell

Purpose

The Customer Support Specialist is responsible for delivering high level engagement between the 24/7 Customer Support Team, Internal Stakeholders and Customers through monitoring of Support SLA, handling escalations and delivering customer insight reporting. The main aim is to contribute towards delivering initiatives to drive a positive customer experience.

Responsibilities of the Role

Specialist responsibility:

• Assign resources and coordinate activities of the Customer Engagement team to respond to customer queries on all channels while maintaining and exceeding customer SLA's.
• Respond to and resolve escalated issues as well as unique or complex requests from customers using advanced knowledge and techniques.
• Ensure desired quality standards are being met and exceeded.
• Engage in internal escalation process for quick resolution and to identify and consolidate any potential risks, that may impact the Customer Experience.
• Organise and Coordinate Customer Support team shift schedule to meet 24/7 operational standards when the Team lead is unavailable.
• Represent the Customer Engagement in Change Advisory Board meetings when necessary.
• Identify process and technical improvements to improve Customer Engagement and suggest solutions for identified service or product shortcomings.
• Create/Maintain monitoring and alerting to identify and quicken issue resolution.
• Agree to suitable remedies for issues and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to avoid issue re-occurrence.
• Engage with suppliers to help ensure issues are managed and resolved in a timely manner.
• Ensure that all relevant incident information is captured in operational communication ticket.
• Assist in the production of internal RCAs and Customer facing Incident Reports.
• Update the Knowledge Management System as required.

Reporting:

• Monitor and provide reports on performance at team and individual level against Quality Metric standards.
• Report any quality concerns or break in processes and make suggestions for process improvements.
• Coordinate and report on incoming customer feedback from various channels including but not limited to Email, ChatDesk and Customer Surveys.
• Ensure Customer Engagement agents accurately categorise cases for Business Intelligence reporting.

Education and Training:

• Assist Enterprise Support Agents with enquiries and knowledge sharing where appropriate.
• Proactive development of Customer Engagement agents through regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues.
• Identify related product training needs and organize training/coaching interventions to meet quality standards.
• Use existing/Create training program to assist with training objectives.

We Are On A Learning Journey- Requirements of the Role

Education

• Matric Certification
• IT Diploma or similar tertiary qualification Advantageous

Work Experience

• 3 years working in a NOC or similar environment.
• 1 years working ITIL v3 knowledge.

Knowledge and Abilities

• Must understand and demonstrate knowledge of:
  • Networking, from Ethernet to IP.
  • Operating systems, from bare steel to network services.
• Exposure to Agile and Scrum, Kanban methodologies.
• Analysis and logic, systematic and orderly planning, attention to detail.
• Self-starter who can work with minimum of supervision.
• Excellent attention to detail with the ability to multi-task in a fast-paced environment.
• Ability to think creatively and take an innovative and flexible approach to problem solving in a fast-changing technology driven company.
• Excellent interpersonal and communication skills.
• Ability to keep team members accountable and have tough conversations when required.
• Demonstrable experience of excel skills and good working knowledge of MS Office products.