Job Description
Responsibilities
- Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
- Serve as the initial point of contact for customers and provide solutions to their issues.
- Escalate unresolved queries to the next level of support as needed.
- Guide customers through troubleshooting process effectively.
- Follow up with customers to ensure high-level satisfaction and issue resolution.
- Exceed customer expectations by delivering exceptional customer service.
- Maintain detailed case records, documentation, and ensure cases are closed efficiently.
- Identify and recommend procedure modifications or improvements.
- Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
- Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.