Technical specialist - Contact centre

About the Role

You will be an agile and experienced support operations/customer service professional, who has helped manage support tools and processes.

The purpose of this role is to act as custodian of various support tools and processes that allow the internal operational teams, such as Product, Tech & Customer Service, to keep working effectively, and to act as the key interface with our external IT Support team.

Key Responsibilities
Acting as main contact and onsite coordinator for IT support, working with external IT support team.

Custodian of Freshdesk- make best use of the available features and integrations such as chatbots, service portal etc.

Incident management coordinations - preparing reports of affected customers during incidents Management of the reported incidents list updating CX and Social teams on known issues and planned resolutions.

Working with product team to configure help-desk tools, including chat, chatbot & support portal, to maximise automations and self service tools.

Installing 3rd party apps including configuration of necessary webhooks etc Operational liaison with our platform partners to mutually resolve issues 3rd line support for technically complex customer support issues Work with other teams to develop training materials.

Core Competencies
● Highly technically savvy
● Excellent customer support skills developed in a CS or Service Desk role
● Ability to triage, and serve as point of escalation for complex issues
● Exceptional written and verbal communication skills
● A very good standard of Excel required

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