onecontact TECH is looking for a REMOTE Customer Support Ticket Management Administrator who is a multi-tasker and is looking to work in a global organization and deliver quality of service to clients when it comes to communication and response times.

Roles & Responsilibities

• Answer incoming customer calls regarding product problems, service questions, and general customer inquiries
• Log support cases received by phone and email
• Responsible for responding to customer emails received and outbound calls to customers as required
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Update customer information in the customer service database during and after each call
• Maintain regular communication with internal team members to ensure customer needs are met
• Work with the management team to stay updated on company processes and policies
• Monitor all call queues to ensure customers support cases have been assigned
• Catering Backlog support cases and reaching out to internal members for follow-up on said cases.
• Updating and creating our cases, i.e. Portal access requests, Reset password requests, Documentation requests, Operational Metrics tracking cases, Contact List Review tracking cases, and Cloud Support tracking cases.
• Creating knowledge documents for the benefit of Service Desk employees such as certain processes (After Hours Cases, Case creation, Case Distribution, etc.) and posting them on our Confluence page
• Managing contact lists for organizations working with the company
  
  

Job Requirements 

• University Degree
• 1-2 years of experience managing support tickets
• Experience working with Zendesk, Jira, or any ticketing system
• Fluency in spoken and written English
• Multi-tasker with a Positive Attitude

Nice-To-Have

• Past Experience of working in a Software company

What We Offer

• 100% Remote Work- Work From Anywhere
• Opportunity To Learn & Develop New Skills
• An Open & Collaborative Work Environment

Working Hours:

• MON - FRI 3 PM - 11 PM CET

Apply Today & Join our international team