Software Support Customer Advisor

The prime focus is to provide initial troubleshooting of the issue reported and escalate through appropriate channels if the initial fix cannot be offered.

• Being the first point of contact for customers seeking technical assistance over the phone, email, chat, WhatsApp and SMS.


• Qualifying and documenting the problems raised by the customers. Where appropriate, use Zendesk screen connect portal, to conduct a more thorough troubleshooting of a customer's reported issue.


• Progressing complex queries to a senior squad member team where appropriate.


• Being responsible for answering all incoming calls within designated business hours.


• Follow processes and procedures set out by the company.


• Ensure to carry out tasks that are within squad's remit only, unless agreed otherwise with the line management.


• Follow up on outstanding queries.


• Provide customers with timely updates on the progress of raised queries.


• Being able to correctly prioritise own workload to ensure all calls, email, chat, SMS or WhatsApp queries are dealt with in a timely manner.
  
  Able to meet and exceed team and individual Key performance indicators.


• Act in a professional and understanding manner when dealing with the customers.


• Able to take ownership of problems and see them through to resolution


• Strong interpersonal skills. Excellent verbal, written and communication skills.


• Be a team player.


• A desire to help others work towards targets and develop their skill set.


• Has operational pharmacy experience (desirable)., Technical support: 1 year (preferred)


• Customer service: 1 year (preferred)
  
  Our client Titan is a pioneering healthcare development Company with interests in health-tech, pharmacy and local healthcare.