Support Consultant

Manila , NCR , Philippines

10 Jan 2025

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

 

Entry Level

Full Time

Manila NCR Philippines


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