Shift Timings:

Back End Day Shift :Thurs-Sat (0630-1900 CST), Alternate Wednesdays (1030-1900 CST)

Key Responsibilities:

• Respond to client issues received by telephone, voice mail, e-mail and via the customer portal.
• Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines.
• Manage and complete scheduled tasks on time.
• Ensure effective client communications take place.
• Ensure the effective assignment and escalation of incidents to engineers where appropriate.
• Advise the Team Lead of emerging issues.
• To adhere to ITIL framework processes.
• Share information across your team and department.
• Contribute documentation to the shared knowledge base.
• Update, edit and remove client contacts from internal systems when necessary (KA articles).
• Investigate and resolve event calls or incidents with a pre-defined reaction process.

Knowledge:

• Basic technical awareness of IT infrastructure and the architectures deployed within Ensono solutions
• Knowledge of the ITIL framework and its function in IT is desirable but not essential
• Knowledge of a call management system and its function is desirable but not essential
• MO, specifically Apptemetry knowledge essential

Skills:

• Excellent customer service skills
• Excellent demonstrable written and verbal English communication skills
• Able to communicate in groups with confidence and conviction
• Ability to multi-task and work well under pressure
• Ability to be receptive to feedback, willing to learn and embrace continuous improvement
• Good team working skills are essential

Experience:

• Previous experience in a customer service role