.Job Summary:If you're passionate about supporting customers who have licensed the PowerHouse software applications, and committed to delivering exceptional service, we want you on our team!As a Customer Service Officer, you will be the 'go-to' person for listening, recording, testing and resolving customer issues and queries in addition to the IT helpdesk role you will also manage queries regarding current licensing, upgrades, access to new products and account enquiries.Above all, you need to deliver these services while meeting published response times.You will work within a close-knit, experienced team where your skills will be vital in the successful management of all customer portals.Job Description:Customer Help Desk Support- Accurately maintain customer interactions and account records within the internal Zendesk ticketing system and CRM- Respond to customer queries in a timely and accurate way, via phone, email, support ticket or chat, in accordance with Service Level Agreement- Identify customer needs and help customers use specific features- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)- Collaborate with the product team to resolve issues relating to product support.- Update internal knowledge base with information about technical issues and useful discussions with customers- Follow up with customers to ensure their technical issues are resolved- Produce weekly reporting for the senior executive team on adherence to response times, service levels and outstanding ticketsCustomer Service Support- Respond and resolve queries on customer accounts and billing- Respond and resolve queries on product training (provide access to resources)- Respond and resolve queries on upgrades and access to new productsProduct Knowledge and Adoption- Develop and maintain a thorough understanding of our products and services- Develop and maintain a thorough understanding of automation of services such as chat, AI, and knowledge base- Update and maintain product guides, online academy and knowledge base- Inform staff and customers about new features and functionalities- Facilitate product sessions for staff and customers to promote adoption and comprehension of products and services- Share relevant customer feedback with the team- Assist with other duties as directed by your managerRequirements- Proven work experience in a similar customer service/support role.- Technical experience in supporting software is an advantage.- Effective communication skills.- Good troubleshooting and multi-tasking skills
