Join the Ziptech Team!
Reports to: Services Manager
- Support Ticket Management
- Focus on customer care
- Service Delivery Team KPIs (Response Time, Resolution Time, Same day Response, and Same Day Resolution).
- Receiving and dealing with customer support calls
- Managing tickets through the entire support process and ensuring customer is consistently updated.
- Data capture of new support calls
- Resolve any Quick/ Straightforward tickets
- Triage and Assign Tickets to relevant engineer
- Review work carried by engineer, contact customer to confirm ticket closure.
- Quality of Service – consistent and just beyond client expectations
- Flexible working hours
- Technical appreciation without any technical qualification.
Specific skills and experience required:
- Strong written and verbal communication
- Detail oriented/ Attention to detail
- Must have proven Customer Services experience
- Ability to work on own initiative