We are looking for a Support Centre Personnel that would provide first level technical & business support and maintain the highest level of product/service experience of customers in the day-to-day use of applications.
The successful candidate would also build sustainable and mutually beneficial business relationships between the customers and the company brand.
Key Responsibilities
Roles & Responsibilities:
Attend to assigned support requests within agreed timeline.
Periodic reporting on cases treated, analysis of trend and provision of ad hoc management reports required for decision making and effective management of activities on the platform.
Provision of relevant feedback on observed system challenges, bugs, and desired new features on the platform.
Facilitation of training for users on the platform.
Recommendation of training for new users of participating organisations that appear not to have requisite understanding of transaction processing dynamics on the platform.
Facilitation of product demonstration to prospective users of the application.
Escalation of technical issues to relevant internal and external stakeholders for necessary attention.
Engagement of customers that are no longer active on the platform with a view to winning them back.
Review feedback and follow up possible negative comments with affected customers with a view to addressing their concerns conclusively.
Issuance of circular to registered users on relevant system updates.