Executive - Technical Customer Support (0-1 yrs)
1. Respond to customers' enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction
2. Log and classify all calls and requests for assistance in the customer relationship management system
3. Filter and call out enquiries related to other aspects of the business and handover to the appropriate department
4. Handle the resolution process for customers relating to data and applications for a particular product/s and contact the relevant team
5. Coordinate enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction
6. Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur
7. Call out problems affecting several customers or influencing the timely resolution of one customer's enquiry, including customer concerns to the team leader and other support, sales, engineering, or resolver groups as appropriate
8. Recognize and raise recurring problems, inferior processes, or outdated procedures
9. Accept additional projects or areas of responsibility that will improve the team's performance
