Exceptional Customer Experience Specialist
1 day ago
Delivering exceptional technical support is crucial to maintaining customer satisfaction and loyalty. As a Service Desk Analyst, you will play a vital role in ensuring that our global clients receive top-notch service.
The ideal candidate will possess excellent communication skills, have experience in international voice support, and be proficient in troubleshooting various software applications.
Key Responsibilities:- Maintain high efficiency in handling escalated calls from the L1 team, adhering to quality standards and regulatory requirements.
- Resolve tickets within agreed service level agreements (SLAs) of ticket volume and time, while ensuring positive customer experiences and high CSAT scores.
- Evaluate and address key performance indicators (KPIs), including defined resolution rates and minimum average handling times (AHT).
- Update worklogs and follow shift for escalation processes and compliance with established procedures.
- Manage all queues efficiently and work towards case closure, utilizing MS office/O365 and Telecom tools effectively.
In addition to these responsibilities, you will have opportunities to develop your skills in software applications and provide exceptional customer service. If you are passionate about delivering results-driven solutions and eager to take on new challenges, we encourage you to apply for this role.
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