Job Description

Our client; a Global Healthcare business and data automation company, are seeking a Customer Support Analyst to join their team providing First Line support over the telephone, online/ email and be part of their friendly Customer Support Team.

Job Duties:

  • Required to resolve, escalating as needed to ensure customer satisfaction.
  • Monitor the Customer Support queue in CRM (Salesforce).   Qualify and allocate first level support cases and take ownership of cases that cannot be resolved at Tier 1.
  • Log cases in CRM, ensuring tickets are regularly updated with all relevant information.
  • Monitor job queues and take steps to resolve any alerted items
  • Accept and resolve tier 1 support cases, initiating swarms when required to troubleshoot issues and reduce the need for escalation
  • Carry out detailed investigations (including remote access sessions) to resolve support cases.
  • Document all troubleshooting processes and actions performed to resolve cases within CRM

Experience:

  •  1-2 years’ experience in a Technical or IT Support helpdesk role providing Tier 1 support
  • Proficient in the use of Microsoft desktop products
  • Customer focused, and solution orientated
  • Analytical and structured approach
  • Rigorous and detailed oriented
  • Proactive approach to problem solving
  • Ability to handle multiple tasks and conflicting priorities
  • Salesforce CRM System knowledge (desirable)

This is a fantastic opportunity for a Customer Focused professional who would like to excel in a rewarding environment.