Client Solutions Specialist

Job Overview

Job Description

Duties & Responsibilities
The Ideal Candidate
• Must have minimum 1-year experience working in a customer centric environment
• Must be proficient in working on MS Office packages
• Must have exceptional communication skills and be well presented
• Must have the ability to think on your feet
Duties Include (but not limited to):
• Proactive and effective daily management of the service desk
• Proactive monitoring of all support ticket queries and requests logged
• Ensuring that support assistance is logged through the ticketing system to ensure that all support can be quantified and analysed accurately
• Ensure that all tickets received are responded to in the prescribed time frame and all necessary investigations are conducted to analyse the classification and nature of each support ticket
• Accurate reporting of support trends monthly to identify support categories, product excellence requirements, training deficiencies or integration related issues
• Assist with the creation of support processes, escalation processes and efficiency measures to ensure the reduction of repeat tickets and to ensure customer service excellence
• To assist with the creation of an online repository of support documentation, videos and resources to ensure client self-sufficiency and independent usage of the company’s software
• Ensure that client service standards and SLA’s are met at all times
Please send your CV to: