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