Job Description:

The Support Associate provides first-line technical and functional support to clients for Zendesk Implementations, Custom Development for Web and App, and Qualtrics post-implementations. This role is responsible for resolving client issues, ensuring customer satisfaction, and adhering to SLAs.

Job Scope:

• Provide technical and functional support to clients via phone, email, and chat.
• Resolve client issues related to Zendesk Implementations, Custom Development for Web and App, and Qualtrics post-implementations.
• Triage and prioritize support requests.
• Document and track all support interactions in the ticketing system.
• Maintain a high level of customer satisfaction.
• Adhere to all support policies and procedures.

Roles & Responsibilities:

• Client Support:
  • Provide timely and effective support to clients via phone, email, and chat.
  • Diagnose and troubleshoot technical issues related to Zendesk, Web/App, and Qualtrics.
  • Resolve client issues independently whenever possible.
  • Escalate complex or unresolved issues to senior support staff or engineers.
• Incident Management:
  • Document and track all support interactions in the ticketing system.
  • Update tickets with accurate information and resolution steps.
  • Monitor ticket queues and respond promptly to client inquiries.
• Knowledge Base Management:
  • Utilize the knowledge base to resolve client issues and provide self-service options.
  • Assist in the creation and maintenance of support articles and FAQs.
• SLA Adherence:
  • Adhere to all SLAs related to response times, resolution times, and customer satisfaction.
  • Monitor individual performance against SLAs and identify areas for improvement.
• Communication & Collaboration:
  • Communicate effectively and professionally with clients.
  • Collaborate with other team members and departments to resolve client issues.
• Continuous Learning:
  • Stay updated on the latest product releases and best practices for Zendesk, Web/App, and Qualtrics.
  • Participate in training and development opportunities to enhance support skills.

Key Performance Indicators (KPIs):

• Individual FCR (First Call Resolution) rates
• Individual AHT (Average Handle Time)
• CSAT (Customer Satisfaction) scores for individual interactions
• SLA compliance rates
• Number of tickets resolved independently
• Accuracy and completeness of ticket documentation
• Proactive identification and resolution of client issues