Client Solutions Specialist

SUMMARY:
Our client in Waverley is looking for a tech-savvy, bright, client service-obsessed individual with strong problem-solving skills for our Client Solutions Specialist role. The role requires the learning and understanding of Client's software technology to provide high-level technical support and problem solving to the third-party clients to ensure maximum adoption and utilisation of the solutions.

POSITION INFO:

Key Role and Responsibilities;

This role will include, but not be limited to the following responsibilities and functions:

• The 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 client’s ticketing system to ensure that all support can be quantified and analysed accurately on a weekly and monthly basis.
• All tickets received must be responded to in the prescribed time frame and all necessary investigations must be conducted to analyse the classification and nature of each support ticket. Support tickets will need to be extensively investigated before ticket escalation to the implementation team or development team.
• Accurate reporting of support trends monthly to identify support categories, product excellence requirements, training deficiencies or integration related issues.
• To 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 client’s software.
• Ensure that client service standards and SLA’s are met
• Report to the Manager: Service Excellence
• Solarwinds Orion Dashboard monitoring
• SW Orion Dashboard maintenance
• SW Orion Alert creation and management

 Experience and skills

• Minimum of 1 to 2 years working experience in a support desk or server/network admin role
• Experience in a software company support desk role – recommended
• Strong technical support experience
• Computer literacy
• Resourceful and a self-initiator and self-starter
• Proactive and takes charge
• Analytical with good problem-solving and investigative skills
• Can-do attitude with an exemplary work ethic
• Highly reliable and accountable - follows through on commitments
• Critical thinker that can think systemically and analyse risk
• Good team player

NB! This job is now closed. You can apply for other jobs by uploading your CV.