Support Desk Specialist

About Voiro

Job brief

Responsibilities

• Meet and coordinate with internal and external stakeholders to enable product success
• Manage ticket query system and ensure a comprehensive database of queries and resolutions is kept up to date
• Provide necessary support relating to the product, usage, reports or queries.
• Communicate with customers regarding tickets, events, and maintenance.
• Escalate and track to closure items which require assistance from other teams/ members.
• Analyse client requirements/ issues; Confer with the Product and Customer Success team regarding new requests and critical issues
• Provide training to the users regarding any specific areas as required
• Monitor product health and ensure system operation according to the specifications
• Bring in continuous improvement in SLA and customer satisfaction levels
• Strict adherence to processes
  

Skills

• Exceptional verbal and written communication skills
• Good listening skills, logical reasoning and critical thinking
• Strong organizational skills and attention to detail
• Practical knowledge in using the Office suite (Microsoft Office/ Google Apps)
  

Education & Experience Requirements

• Bachelor’s or master’s degree
• 1-2 years of work experience (fresher)