Helpdesk
Answer all inbound calls in an efficient and professional manner in order to provide the proper response and solution to the clients’ enquiries/ complaints.
· Develop, maintain and update clients’ files and log all the calls on the system to safeguard fast retrieval of information when needed.
· Follow up on clients’ calls and enquiries where necessary in order to maintain high levels of customer satisfaction.
· Maintain information on the latest updates and changes in the client’s system in order to provide accurate information and high-quality services to ASC’s clients.
· Identify high critical client issues and transfer them to the Team Leader – Help Desk in order to take proper action.
· Identify high technical client issues and transfer them to the Concerned Department under the Information Technology Division.
· Update the Team Leader – Help Desk on work progress, pending tasks, complaints and incidents in order to ensure all clients’ requests are resolved in a professional and timely manner.
· Record all planned / unplanned Internet outages including the areas affected and down time while finding the proper solution for the cause behind these outages.
· Perform other duties related to the job as assigned by the Direct Manager.
Skills
- Minimum 1 years of experience in same field
- Problem solving
- Proven track record in the system
- know how to handle and deal with clients