Customer Support Advisor - Role Specification
The main duties of the role are outlined below. This is not extensive but should be used as a guideline as to what to expect day to day and be indicative of the skill set needed by applicants.
Our Customer Support Team
Following a successful implementation our Customer Support Team provide a key element of our customers ongoing CloudCall experience. The team consists of 1st, 2nd & 3rd line support functions providing resolutions to customer issues within our defined SLA’s. Communication into the team can be via phone, email, web based portal, live chat or internally generated.
Our Support Team are highly motivated toward customer satisfaction and are therefore extremely customer focused. Our ethos is to be positive and accommodating, to treat each customer individually and remain motivated to ensure that we offer the highest level of support at all times. Going above and beyond for the benefit of our customer or colleagues is never discouraged.
1st Line Support
Our Support Advisors are the first point of contact for all incoming customer queries. All members of the team must be able to handle any incoming customer communication in a friendly, polite and coherent manner, ensuring that each query is treated with the required level of importance, and handled in the appropriate way.
Key Primary Responsibilities:
· Maintain excellent knowledge of the CloudCall product and services portfolio
· Monitor incoming customer support case queues
· Process support requests, cases and calls
· Respond to customer enquiries
Essential Skills and Experience:
· Ability to follow procedures
· Ability to work under pressure
· Adaptable approach to customer needs
· Attention to detail
· Clear communicator
· Committed work ethic
· Demonstrate the importance of ownership
· Have had experience of working within a busy team
· Methodical problem-solving skills
· Organisation and prioritisation
· Punctuality and reliability
· Quick learner
Desirable Skills and Experience:
· 12 months experience in a similar role
· Ability to clearly explain a resolution to end users of varying technical ability
· Awareness of ISO9001/ISO27001 or equivalent standards
· Experience of automated dialling systems (Power/Progressive)
· Experience of cloud based technologies
· Knowledge of Operating Systems, specifically Windows 7, 8 & 10 and Mac OS
· Knowledge of SIP
· Knowledge of TCP/IP
· Salesforce CRM
· Understanding of Computer networking equipment (Switches/Routers/Wireless Access Points/etc)
Processing Support Calls (Primary Duty)
You will answer each call in a pleasant, professional manner and identify the nature of the call and decide the appropriate action to take, for example, to log a new case and carry out an immediate resolution, transfer the call on to a colleague or provide a progress report. In all instances company procedures must be followed. As our 1st line of customer support you should attempt an immediate and satisfactory resolution to the issue being reported. We operate a ‘non-call centre’ ethos, therefore it is essential that you treat each customer appropriately and individually.
Processing Support Emails/Voicemails (Primary Duty)
You will respond to all emails and voicemails in an appropriate, coherent manner ensuring that you take any necessary actions that might be required. In all instances it is imperative that our customer is acknowledged and made aware that their issue is being dealt with.
Customer Support Live Chat (Primary Duty)
You will monitor and participate in incoming live chat requests from our website. Each chat session will be conducted in a professional and concise manner without the use of unnecessary or inappropriate abbreviations or slang wording.
Working on Customer Cases (Primary Duty)
When you have been allocated a customer case you will follow the correct procedures to assess and resolve the problem, escalate it or offer the required advice. You will assume complete ownership of the case whilst it is assigned to you until a final resolution has been achieved or you have handed the investigation on to another team.
Maintaining Communication/Chasing Case Closure (Primary Duty)
You will be one of the primary sources of maintaining communication to our customers. For the most part this will entail chasing customers for more information or to confirm if a fault has been resolved. Our aim is that a customer will never have to call us requesting an update as we will have already offered one. You will be required to assist the 2nd & 3rd line agents with their ongoing case investigations and where necessary conduct an element of customer communications on their behalf.
Determining Case Priorities (Secondary Duty)
Our Support Team proactively monitor all cases within the system, it is therefore vitally important that you are able to quickly decide what is the most important task to be carried out and take the appropriate action. You will ensure that all customer issues are prioritised in line with Service Level Agreements, urgency and type of case.
Documentation and Feedback (Secondary Duty)
Accurately detailing the resolution to any issues is very important and all support cases will be fully up to date within our CRM at all times. When required you will follow company guidelines for document or knowledgebase article preparation and ensure that you compose each document in a clear and logical format.
Understanding of Networking (Preferred Knowledge)
CloudCall services rely heavily on Network Stability. It would be beneficial to have an understanding of networking protocols and a comprehension of the impact these can have on VoIP.
Understanding of SIP (Preferred Knowledge)
It is desirable for you to have a good understanding of the fundamentals of SIP, its requirements, how it works and preferably a familiarisation of reading and understanding SIP traces/logs. This is not an essential requirement but would greatly assist you within this role.