Implementation and Support Senior Associate 1

Job Description for Customer Service Desk (Support)

Qualifications

• Education:
  • Bachelor's degree in business, Information Technology, or a related field is preferred.
  • Equivalent experience in customer service or technical support may be considered.
• Experience:
  • 1-3 years of experience in customer service, technical support, or help desk roles.
  • Proven ability to manage customer inquiries and provide timely resolutions, including basic technical troubleshooting.
• Technical Skills:
  • Proficiency in Customer Support Tools (e.g., Zendesk, Freshdesk) to track and manage customer inquiries.
  • Basic Technical Troubleshooting skills to resolve common platform issues such as login, connectivity, or navigation problems.
  • Familiarity with CRM Systems for tracking customer interactions and managing service requests.
• Soft Skills:
  • Strong Customer Support abilities to provide timely and effective responses, ensuring high customer satisfaction.
  • Excellent Problem-Solving skills to diagnose and resolve customer issues independently or escalate when necessary.
  • Effective Communication skills for handling inquiries professionally, ensuring clear and concise messaging.
  • Experience with Process Improvement to identify and suggest enhancements for improving support workflows.

Key Responsibilities

1. Customer Support:
   • Respond to customer inquiries via phone, email, or chat, ensuring timely and professional communication.
   • Provide technical support to customers by troubleshooting issues related to WHA Digital’s platforms and services.
   • Guide customers on how to use the platform effectively, providing assistance with basic setup, navigation, and troubleshooting.
2. Issue Resolution:
   • Diagnose and resolve technical problems that customers encounter while using WHA Digital’s platforms.
   • Escalate unresolved or complex issues to higher-level support teams when necessary.
   • Ensure that all issues are tracked and documented accurately in the customer support system.
3. Monitoring & Reporting:
   • Monitor open tickets to ensure timely follow-up and resolution.
   • Report common customer issues and patterns to the Customer Service Team Lead and provide feedback on recurring problems.
4. Cross-Functional Collaboration:
   • Collaborate with the Product Development, Platform Development, and Service Delivery teams to resolve complex technical issues.
   • Provide customer feedback to cross-functional teams to help improve product functionality and service delivery.
5. Customer Relationship Management:
   • Build and maintain positive relationships with customers by providing a friendly and supportive experience.
   • Handle difficult or irate customers professionally and with empathy, ensuring that their concerns are addressed promptly.