Address
Form of work What success looks like in this role:
1st Level telephone contact support.
Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
Must be logged into the call system so that HHO?s can be received.
Ability to resolve problems with or without remote tools.
Consistently achieve First Contact Resolution performance metric.
Accurately document calls and cases.
Aware of customer?s time restraints and work within those time limits.
Keep customer aware of resolution steps ? if ticket needs to be dispatched.
Follow up Service Centre cases and requests to completion.
Provide clients with problem reference numbers and request numbers.
Enter all troubleshooting/resolution steps into the ticket ? this information will be used for the 321 team to drive tickets to a lower level.
All tickets are to be touched on a ?first in first out basis?, calling the
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