Voice Technical Support Consultant

Key Responsibilities:Handle all tickets within agreed time frame as per Service Level Agreements (SLAs).Actively engage customers and elicit necessary information required.Manage the voice technical support mailbox when requiredProvide constant feedback to customers regarding any queries escalated to other department(s) or other operatorsConduct a needs assessment to identify, prioritize and resolve/refer cases in accordance with the companys escalation procedures.Resolve queries/Close tickets within agreed set turnaround times and service level agreements (SLA).Identifies and develops best practices for working with or adding value to the customer, and the businessEfficiently provide solutions to a complex query.Ability to find ways to improve Voice technical support processes and proceduresPersonal attributes:Be a team playerBe proactive and creativeStrong problem solverExcellent interpersonal and communication skills