Customer Support Advisor

1. Main Purpose of Job

� To be a proactive member of the Customer Support team providing call answering, technical, administrative and service support within the business as required

� To provide excellent service and response times to customers for call logging, service requests and query resolution

� To deliver 1^st and 2^nd technical support on product, service and billing enquiries

� To manage CRM, chase for updates and close down cases for the department.

2. Key Tasks

� To work as part of the Customer Support team providing excellent customer service and support to customers.

� To log each call taken and ensure the central database (CRM) is kept updated throughout the lifetime of a query and when resolution is made.

� To assist in monthly customer surveys to ensure that NSSLGlobal service levels are met.

� To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make recommendations for improvements.

� To manage the switchboard and reception area as required by the Customer Support & NOC Manager.

� To assist in various technical administration, eg Monthly and ad-hoc reporting and central filing duties within 1^st & 2^nd line Support teams.

� To assist in ensuring seamless and effective handover to and from Night Shift.

� To obtain/maintain an in-depth knowledge of our products, services and processes.

� To understand the technical issues presented by the customers and to use IT and data knowledge to resolve same.

� To assist in development and maintenance of technical, product, airtime and services source files for utilisation within the department and update databases.

� To assist with department scanning and other general administrative tasks like the set-up of meeting rooms and catering assistance.