Support Consultant

Duties

• Answer client queries received via telephone, email, or chat with empathy, professionalism and as accurately as possible.
• Actively listen to the client and ask in-depth questions to identify the root cause of the problem.
• Assist with the support group email box to help with capacity.
• Use internal systems, best practice processes (navigating between systems) and the knowledge base to provide accurate answers to timely first-call resolution.
• Identify repeating patterns or problems and escape those to your manager quickly so that we can provide a remedy.
• Transfer any calls/emails received to staff members in other teams if you cannot find the answers and don’t know how to deal with the question.
• Escalate unresolved issues to a team leader (appropriate team) while maintaining client communication throughout the process.
• Assist (when needed) in training clients on product usage to ensure they ...