Job Description

Responsibilities:

• Respond to customer posts on the company forums, keeping an enthusiastic and positive manner
• Liaise with relevant departments to resolve customer problems, providing feedback at each stage of the process
• Develop & maintain effective relationships with customers and other Service Support process areas
• Review escalations after they have been closed, feeding back root causes of issues and analyze key themes in customer issues
• Suggest relevant changes in process, SLA’s and/or delivery that will better support the overall customer experience
• Actively share best practice with colleagues and help to promote an innovative and continuous culture
• Responsible for operational management of the telephony platform i.e. routing, logic and messaging systems

Required Knowledge, Skills, and Abilities

2+ years’ experience in a similar customer focused/ analytical role. Analytical thinker, with a proactive approach to problem solving. Confident communicator, able to suggest process improvements. Will have astute attention to detail and be ‘hands-on’. Customer focused. Interest in technology and product.