Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Builds effective relationships with colleagues, clients, customers and business partners.
Excellent analytical skills
Developing Others – Builds the skills and competencies of others and guides appropriate behaviours. Creates opportunities for the development and growth of others.
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