Job description

Key Responsibilities:

Manage customer support queues, ensuring prompt and effective ticket handling.

Maintain timely responses and escalate issues from L1 to L2 support as needed.

Communicate clearly with customers, setting expectations and providing accurate status updates.

Prioritise and triage incoming requests, escalating complex issues when necessary.

Collaborate with L1 and L2 support groups to ensure smooth resolution of technical problems.

Monitor and report on queue performance and support trends.

Maintain thorough documentation of issues, actions taken, and outcomes.

Contribute to ongoing improvement of support procedures and customer service standards.

Assist with live chat and email ticketing responses to ensure a high standard of service.

Requirements:

Proven experience in a technical support or IT helpdesk role.

Strong problem-solving skills for hardware, software, and basic networking issues.

Proficient with Microsoft Dynamics 365; experience with Zendesk or Salesforce is advantageous.

Understanding of L1 and L2 support escalation procedures.

Excellent written and verbal communication skills.

Ability to prioritise tasks and meet service level agreements (SLAs).

Experience handling live chat and email ticketing support.