Job Position
At Entire Software, we count on our customer service department to interact professionally with our valued customer when they have questions and concerns. This is a position working closely with our L1 Support Team, L3 technical team to provide outstanding customer service to our clients. Demonstrating excellent communication skills to interact with internal team members and customers where needed to achieve and maintain a customer-centric approach.
The main responsibilities will include to manage and interact with clients over Zoom and Jira service desk, reviewing and diagnose customer support queries, performing problem recreation, customer and internal staff training on products and services including third party tool and AddOns, and carrying out troubleshooting steps to determine a course of action and/or solutions.
The focus of this role is to ensure issues & requests(Zoom & Jira service desk) are managed, progressed, and ultimately resolved in a timely manner, ensuring quality is of the highest standard and exceeding service level targets where possible.
The ability to be self-disciplined & motivated is necessary, as well as having excellent collaborating skills, a strong sense of team ethic and a thirst for learning.
Job Responsibilities:
- Monitor the support inbox during the rostered period and respond to clients initial requests within defined SLAs.
- Manage the volume of inbound calls and Support tickets with knowledge and efficiency.
- Carry out intermediate to complex investigations of reported issues and escalate where required.
- Liaise with the customer support and development teams to identify, resolve, or escalate system issues.
- Grow your product knowledge and Provide guidance & trainings to team members to keep the Support function smooth and Running.
- Ask customers targeted questions to quickly understand the root of the problem.
Daily and Weekly Responsibilities
- Talk to clients through a series of actions, either via Zoom Phone, email until they’ve solved a technical issue.
- Ensure all issues are properly logged as per the defined processes and give feedback to L1 Support staff wherever required.
- Identify and Prepare accurate reports every week for management to review and give feedback.
- Onboard Clients in Jira service Desk before the system handover date and provide necessary training sessions to log and track Jira service ticketing system.
- Liaise with client and train them about support structure, Processes and SLA’s(Bugs, New feature Request & Service request) as per the Issue severity and Priority.
- Identify recurring issues or patterns within the support department and provide solutions to reduce/eradicate these.
- Contribute to the development of internal processes, procedures, and systems documentation which includes creation and maintenance of product Knowledge Base documentation & Whatfix Step through guide for internal teams and Customer.
- Escalate Issues, Feature request to the Product team when documentation is insufficient to complete the task or do not solve the incident.
| * | The products known as Xeople Recruit and Entire OnHire are currently owned and managed by the companies known respectively as Entire Software (Australia) and Entire IT Design Pty Ltd (India). For the purposes of any prospective applicants, you may encounter any of these names concurrently. |
