Job Description

Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will play a pivotal role in enhancing customer experience through efficient support across various channels. With a focus on ISV and Hi-Tech domains you will utilize your Advanced Excel skills to analyze data and improve service delivery. This hybrid role offers rotational shifts providing flexibility and exposure to diverse challenges.

Responsibilities

Provide exceptional support to customers across multiple channels ensuring timely resolution of inquiries and issues. Utilize Advanced Excel to analyze and interpret data driving improvements in service delivery and customer satisfaction. Collaborate with cross-functional teams to identify and implement process enhancements contributing to overall efficiency. Maintain accurate records of customer interactions ensuring data integrity and accessibility for future reference. Monitor and report on key performance indicators using insights to inform strategic decision-making. Assist in the development and implementation of training materials enhancing team knowledge and capabilities. Engage with customers to gather feedback using insights to inform product and service improvements. Support the integration of new technologies and tools enhancing the helpdesks capabilities and efficiency. Participate in regular team meetings sharing insights and contributing to a culture of continuous improvement. Adapt to rotational shifts demonstrating flexibility and commitment to meeting customer needs. Ensure compliance with company policies and industry regulations maintaining high standards of service delivery. Contribute to the development of best practices sharing knowledge and expertise with colleagues. Foster a positive and collaborative work environment supporting team goals and objectives.

Qualifications

Possess strong proficiency in Advanced Excel enabling effective data analysis and reporting. Demonstrate understanding of ISV and Hi-Tech domains applying knowledge to enhance customer support. Exhibit excellent communication skills facilitating clear and effective interactions with customers and colleagues. Show adaptability and resilience thriving in a dynamic and fast-paced environment. Display strong problem-solving abilities identifying and resolving issues efficiently. * Have a customer-centric mindset prioritizing customer satisfaction and service excellence.