Technical Support Officer
Company:
SMSGlobal
You will be responsible for providing responsive and high quality support to our customers for all fronts (tickets, LiveChat, phone calls)....
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You will be responsible for providing responsive and high quality support to our customers for all fronts (tickets, LiveChat, phone calls)....
Mission:
- To provide high quality technical support to existing customers and new prospects so client satisfaction and revenue growth can be obtained and sustained.
- To provide excellent customer service, to existing and new Corporate/ Partners/ Resellers/ Inside & Outside Sales Customers by demonstrating the constant ability of being their trusted advisor within the SMS space.
- To continually learn and measure results and find proactive ways of adding value to all customers under your individual portfolio and their customers.
- To improve general operations of the DUBAI office through administrative responsibilities.
Job Description: You will be responsible for providing responsive and high quality support to our customers for all fronts (tickets, LiveChat, phone calls).
- Taking ownership and managing resolution of technical issues for all customers and accurately recording all communication and activity via ticketing platform.
- Responding and resolving on a timely basis and ensuring customer is properly informed throughout.
- Track and report product problems and feedback from customers.
- Utilising all tools at your disposal to resolve / troubleshoot matters and escalating if required.
- Resolve problems by asking questions and clarifying customer’s concerns; determining the cause of the problem; explaining the best solution; making the correction or adjustment; and following up to ensure resolution
- Be involved in stand-up meetings as required to provide / receive updates on outstanding tasks / matters (escalations)
- Providing as much value as possible to customers through every interaction and delivering exceptional customer service skills.
- Providing consultative advice and being a source for customer queries regarding best practices for integration with SMSGlobal products.
- Being involved and providing technical advice to peers to assist with their tasks / sales.
- To provide high quality technical support to existing customers and new prospects so client satisfaction and revenue growth can be obtained and sustained.
- To provide excellent customer service, to existing and new Corporate/ Partners/ Resellers/ Inside & Outside Sales Customers by demonstrating the constant ability of being their trusted advisor within the SMS space.
- To continually learn and measure results and find proactive ways of adding value to all customers under your individual portfolio and their customers.
- To improve general operations of the DUBAI office through administrative responsibilities.
Job Description: You will be responsible for providing responsive and high quality support to our customers for all fronts (tickets, LiveChat, phone calls).
- Taking ownership and managing resolution of technical issues for all customers and accurately recording all communication and activity via ticketing platform.
- Responding and resolving on a timely basis and ensuring customer is properly informed throughout.
- Track and report product problems and feedback from customers.
- Utilising all tools at your disposal to resolve / troubleshoot matters and escalating if required.
- Resolve problems by asking questions and clarifying customer’s concerns; determining the cause of the problem; explaining the best solution; making the correction or adjustment; and following up to ensure resolution
- Be involved in stand-up meetings as required to provide / receive updates on outstanding tasks / matters (escalations)
- Providing as much value as possible to customers through every interaction and delivering exceptional customer service skills.
- Providing consultative advice and being a source for customer queries regarding best practices for integration with SMSGlobal products.
- Being involved and providing technical advice to peers to assist with their tasks / sales.
Apply to Job