Job Description

Specialist Short Role Description
As a technical support representative on the Enterprise team, you'll handle a broad range of customer cases for Company's Apps enterprise clients. You'll gather information from customers, troubleshoot technical and account issues, and escalate cases as needed. You have technical troubleshooting experience, strong customer service instincts, and a passion for Company's products. Attend to inbound calls respecting image & spirit to help consumer with any company's Apps queries.
Responsibility
Attend incoming customer contacts (via telephone, email or via any other medium), log call details onto CRM / call tracking systems and perform call follow up tasks according to procedures.
Perform outbound contacts (via telephone, email or via any other medium) in response to incoming contacts and update information in CRM / call tracking systems according to procedures.
Deliver a consistent high level of customer service.
Ensure correct representation of the customer's corporate and brand images in all interactions.
Maintain product and procedural knowledge and expertise associated with supported products and brands.
Escalate potential service issues with Supervisor or designated customer contact person / group.
Provide cover for other First Line Agents in their absence, either within the same team or across teams.
Liaise with Supervisor on specific projects where requested.
Understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.
Attend regular Team Meetings.
Work on additional tasks required by team management related to keeping up desk performance, quality and customer satisfaction.

Training & Development:
Support less experienced colleagues on the desk through joint working, monitoring, direct feedback and knowledge sharing.
Attend training on new/updated products or procedures.

Knowledge Management:
Share knowledge with colleagues through direct communication with team management or by updating knowledge sharing tools.
Proactively research problems and solutions and share this information with the team.