Frontline Product SupportJob Description: Attending to in/out Frontline requestsEscalating investigative queries to second line support/consultingCorrect time loggingCorrect ticket admin (time logs, Client ID, Summary, ticket details)Closure of completed ticketsFollow user guides/SOPs where possible, ensuring consistency and quality of workReport back to your TL on areas lacking documentation/guidesSupport Inbox: Allocate tickets to correct departments/consultantsEnsure Support Inbox is monitored consistently and kept as updated (empty) as possibleEnsure your shifts are covered by yourself or assign them to someone else if you are unavailableClient Chats: Quick turnaround time on IM chat responsesFollow internal SOPs (ensuring quality responses and follow up)Opening tickets related to items raised on IM chatsEnsure IM chat roster is being followed and that your shifts are coveredCustomer Engagement: Respond to (investigating and solving) client queries relating to company productsCommunicating with customers via email, phone and IM chatsProvide high-quality customer support by means of quick, effective and informative feedback and relevant informationFeedback To Dev: Report bugs via escalating DevGo2's (following correct process)Report back on client enhancement requests and product feedbackTicket/Inbox Management: Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TLUpsell company offerings where possibleProvide customers with what they requested, and more, where possible - using supporting materials such as links to guides, SOPs etc(FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of(AHT) Average Handle Time of 24 hours for ticket resolution/completionFollow correct process to escalate client complaintsResearch as required to resolve customer queriesReport key issues to wider team by means of the Client Heat MeetRepresent the brand when requiredFeedback To Team Leaders: Escalate any concerns to your TL/HR as neededRegular feedback to your TL on personal development / issues / needsExperience: Experience working in collaborative teamsPrior experience in a frontline teamPrior experience in tourism - advantageousSkills: Very strong software application knowledgeExcellent spoken and written English language skillsTyping speed (>45wpm)High attention to detailSense of urgency to meet SLA'sPassionate about customer serviceExcellent documentation and admin skillsInquisitive and eager to learnCandidates will be required to complete relevant assessments.
Sector: IT, Tourism
Desired Skills: Frontline product supportCustomer supportTourism - advantageous
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