1 of 1 Customer Service Jobs in Dudley

Develop processes for escalation to Tier 2 and Tier 3 support teams · Act as an escalation point for critical incidents or if difficult or controversial calls are received · Ensure service levels are achieved in line with customer expectation and published SLAs · Review performance reports and make service improvement recommendations · Ability to identify and organize tickets as well … as monitor and respond quickly and effectively Other Job Functions · Monitor Service Desk for tickets assigned to the queue · Maintain Knowledge Base · Inform Leadership of recurring Incidents · Track user account creation, changes, and deletions · Evaluate network systems and act as a liaison between customers and technical escalation teams · Contribute to company vision and direction by helping improve technical practices … skills. Candidate should possess strong organizational skills, be detail oriented, and self-motivated with a demonstrated ability to problem solve. Strong sense of urgency and strong commitment to quality customer service is required. Ability to analyse and interpret data (metrics) to improve the delivery and support of services to our customers. Familiarity with and/or ITIL concepts More ❯