Integration Consultant / Customer Service Execuive

Role & responsibilities

• Accurately log all contactsincluding feedback, incidents, service requests, and information inquiries received via telephone, email, and web into the Incident Management System.
• Proactively manage your incident queue to ensure timely resolution within agreed Service Level Agreements (SLAs).
• Diagnose and resolve incidents efficiently, applying technical expertise and problem-solving skills.
• Maintain detailed and clear updates in the Incident Management System, including internal notes and customer communications as needed.
• Assign incidents to the appropriate teams or assignment groups to facilitate swift resolution.
• Monitor incident progress closely to ensure services are restored within agreed targets and deadlines.
• Provide regular, informative updates on open incidents, reflecting the actions taken and current status.
• Escalate incidents to the Team Leader promptly when there is a risk of SLA breach or when additional support is required.
• Demonstrate strong interpersonal skills to deliver efficient, professional, and friendly customer support.
• Provide on-the-job training and mentorship to new team members, fostering their development and integration.
• Participate actively in pilot testing and contribute to load support processes to improve service delivery.
• Adhere strictly to all Help Desk procedures, including shift schedules and phone rostering.
• Participate in weekend support, incident night shifts, and weekend incident coverage on an as-needed basis.
• Attend regular team meetings to share updates, collaborate on issues, and contribute to continuous improvement.
• Engage in all scheduled internal and external training sessions to continuously develop required skills and knowledge.
• Author and maintain Knowledge Base documentation based on common issues escalated by 1st Level Support.
• Deliver training sessions to 1st Level Helpdesk staff to improve overall team capability.
• Document and update resolution steps and processes in the Knowledge Base for future reference.
• Perform other reasonable duties and tasks as assigned by management.