Key skills
Communication
About this role
Role Overview
- Deliver excellent customer support and manage support requests from initial logging through to closure within published SLAs (Service Level Agreement’s)
- Obtain broad knowledge of all products and existing customer customizations
- Triage inbound support requests and communicate with customers and partners
- Analyse technical issues and provide training, resolution, and/or escalation to Level 2 as appropriate
- Collaborate with other team members to create and update both customer-facing and internal documentation
- Create and modify business processes relating to customer support
- Act as customer advocate within Unifyr to ensure excellent customer satisfaction ratings
Requirements
- 3+ years’ experience in the software industry or related field
- Tech-savvy with a familiarity with web-based enterprise software
- Dedicated to exceptional customer service with a passion for customer satisfaction
- Excellent written and spoken communication skills
- Ability to clearly, accurately and logically describe complex processes
- Ability to multi-task, manage time effectively, and exhibit a sense of urgency
- Tenacious problem solver with a strong desire to know how things work
- Ability to interpret and apply information from multiple sources to solve a problem
- Attention to detail, strong sense of ownership, and deadline focused
- Enthusiastic about working in a team and motivated by contributing to the team’s success
- Ability and desire to collaborate with other teams to optimize documentation
- Proficient with Google workspace preferred
Benefits
- Must be legally authorized to work in country of employment