Progress cases through to resolution by utilising available resources and expanding own knowledge.
• Escalating a case in good time.
• Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.
• Communicating cooperatively with team members, other departments and management to deliver timely resolution of customer issues.
• Documenting solutions and producing written guidance on resolution steps and procedures.
• Being passionate and pro-active in acquiring and absorbing knowledge of the Keyloop product suite and associated toolset, and working closely with management to increase the level of personal skills and competence.
• Reporting issues, recommending process improvements and the identification of support tools that will minimise queries, improve resolution times and improve customer experience.
• Self-Motivation & initiative to aid your investigation process and career development.
• Effectively coaching and mentoring colleagues in order to expedite case resolution and enhance the level of knowledge within support (across multiple geographic locations).
• Ensuring root cause analysis is carried out where necessary.
• Identify training gaps in our knowledge media and recommend areas for improvement.
• Actively contribute to case reduction initiatives.