- Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required.
- Take ownership and follow up on open cases which are unresolved.
- Build strong client relationships by following up with customers in a timely manner.
- Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions.
- Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system.
- Support the department’s goals, objectives, and deliverables.
- Work shifts between 8am and 8pm as required.
Core Competencies:
- Ability to handle clients professionally and with a high level of confidence during all interactions
- Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
- Must excel in a fast-paced environment where critical thinking and time management skills are required for success
- Sound understanding of API and service technologies and functions
- Take initiatives and help establish a positive team environment built on mutual trust and respect
- Participate in the development and improvement of operational tools and processes
- Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
