Customer Support

Key Responsibilities:

1. Level 2 Ticket Management:

- Efficiently attend to and resolve Level 2 customer support tickets within defined SLAs to avoid backlog.

- Collaborate with cross-functional teams to escalate and address complex issues when needed.

- Ensure all resolutions are accurate, empathetic, and customer-centric.

2. Customer Experience Improvement:

- Analyze recurring issues and propose actionable solutions to enhance customer satisfaction.

- Identify opportunities to streamline ticket handling processes and improve operational efficiency.

- Advocate for customer feedback and insights to inform product and service improvements.

3. Adherence to 4Hs Values:

- Demonstrate **Heart** by empathizing with customers and going above and beyond to address their concerns.

- Exhibit **Hunger** by continuously striving for excellence and seeking innovative ways to improve customer support.

- Uphold **Honour** by maintaining professionalism, integrity, and customer trust in every interaction.

- Practice **Humility** by valuing feedback, learning from mistakes, and collaborating effectively with colleagues.