Customer Support Analyst at Kenswitch

Summary of key responsibilities

• Act as a single point of contact for phone calls and emails from Kenswitch members;
• Receiving, logging, closing and managing calls from Kenswitch members via telephone and email;
• Resolving incidents/request at first level as per the stipulated SLAs;
• Take ownership, follow up, escalate outstanding request/incidents to the relevant technical team or member department’s heads on behalf of the user and communicate progress in a timely manner;
• Maintain a high degree of customer service for all support queries and adhere to all service management principles;
• Generate daily, weekly and monthly reports;
• Monitoring the infrastructure network, user application systems and escalating identified faults to the concerned teams for restoration.

Education levels, Professional qualification and Skills

• Degree in Information Technology or equivalent from a recognized University;
• Minimum 1-year experience in a fast pace IT/Financial/Corporate environment handling customer support.
• Quick learner, articulate in communication, self-initiated, team player, willing to work in shifts.
• Polite, confident and with a patient personality
• Passion for Customer Support
• Knowledge of helpdesk management software and/or ITIL is an added advantage.