A Software provider dedicated to delivering innovative solutions for the hospitality industry. As a Microsoft-aligned organization with proven Azure capabilities, they empower hotels to optimize their operations and enhance guest experiences through their cutting-edge technology.We are seeking a knowledgeable and customer-focused Tier 1 and Tier 2 Helpdesk Agent to join our support team.
Collaborate with cross-functional teams, including development and product management, to address customer concerns and feedback effectively. Provide training and guidance to Tier 1 support staff to enhance their technical skills and customer service abilities. Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner.The contact center operates 24/7 – this includes weekends and public holidays. Rotational shift work.A qualification in IT, Computer Science, or a related field .Prior experience in help desk support.Experience in maintaining and supporting software applications.Demonstrated experience in technical support roles.
Proactively monitor and manage support tickets to ensure timely resolution in accordance with established SLAs, striving to exceed customer expectations. Maintain detailed documentation of support interactions and resolutions within our ticketing system, ensuring accurate tracking of customer satisfaction metrics.