The Advanced Support specialist is a member of a strong Advanced team delivering world-class support for some of our SaaS solutions. They must be genuinely excited to help our customers resolve issues and will use their extensive problem-solving skills to make sure they deliver an outstanding customer experience. Our Support teams are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLAs are met across the global customer base.
In this role you will….
- Case Management
- Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues
- Provide telephone and written support to customers, resolving technical and functional problems of varied complexity
- Troubleshoot using all available knowledge resources including log file analysis
- Replicate customer problems on test environments in order to isolate root cause and find a solution
- Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate
- Clearly articulate to customers and management a problem definition
- and a resolution plan
- Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA’s
- Allocate time to projects as required
- Process Improvement / Knowledge Building
- Know and understand all processes
- Easily adjust to change in processes
- Build network of people to assist in processes.
- Build deep understanding of multiple products to become an Expert.
- Increase technical expertise via attending training sessions, reading technical documentation.
- Coach/Train L1 Team.
You’ve got what it takes if you have / are…
- About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits
- Highly committed individual with a background in a problem solving, customer service environment.
- Highly organized with understanding of processes, SLA’s and tools in product support
- Strong written and verbal communication skills with an ability to speak confidently and articulately with customers
- Ability to influence in order to build productive relationships across teams
- University Degree in Computer Science (or equivalent)
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
- Fluency in English. Additional languages will be appreciated.
#LI-Hybrid
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