IT Customer Service at Verde Edge Consulting Ltd

Job Description

• First point of contact for all existing clients.
• Ensure that interacting and doing business with the team is a pleasant, professional and productive experience.
• Respond to all customer requests within 2 business hours.
• Provide 1st level support with to ensure that it is a system error or a training issue.
• System issues must be logged as git issues and assigned to the development team once identified.
• Once issues have been resolved, follow up with clients to rate customer satisfaction.
• Escalate any enhancement requests to the Project Manager for review with the Project Team.
• Follow up with the Project Manager on any client-requested enhancements to provide accurate feedback to clients on possible resolution ETA.
• Attend all Sprint Planning meetings to keep track of any enhancements or issues raised to the development team.
• Provide a weekly report on all issues raised, issues pending resolution and issues closed.
• Where possible, assist the QA team on testing provided solutions to raised issues.

Qualifications

• A Bachelor’s Degree in Computer Science, IT, or BBIT OR IT Diploma holder
• At least one year of Customer Service Experience in IT, OR applicants who can demonstrate creative thought in personal or academic projects
• Excellent written and verbal communication skills
• Clear communication and persuasive speaking Skills, with the ability to use positive language
• Ability to handle high-stress situations
• Strong problem-solving skills with effective listening skills
• Strong organizational skills with the ability to multi-task and prioritize work
• Exceptional time management skills.
• IT background is highly desirable.
• Excellent time management skills and attention to detail
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular).
• Willingness to improve and learn new skills