Operations

• Provide software and technical support to the business customers globally
• Improve our customer's experience with the use of our products and services
• Build and maintain strong client relationships
• Provide support to users and administrators initially via phone, case management, instant chat, and web conferencing, analysing log files and providing solutions and guidance
• Methodically investigate and resolve queries and issues reported by customers and partners
• Manage customer support tickets including prioritising escalated issues and liaising with the Customer Support Specialists
• Configuring systems and guiding customers in their use
• Problem-solving and troubleshooting to diagnose technical issues aiming for first time resolution
• Ensure enquiries are responded to within established timeframes and customer satisfaction scores (KPIs) and technical support service levels (SLAs) are achieved
• Identify key learning opportunities to enhance the internal technical knowledge base and contribute to the development of self-help materials and strategies
• Work with and support team members to promote learning, contribute to problem solving and drive effective and efficient practices
• Conduct pilot tests in the test environment prior to deployment to verify application behaviour
• Evaluate processes with a focus on improving the user experience
• Effectively communicate and engage with team members, users and vendors to resolve system and application issues
• Work with colleagues to advance projects, support others and accept support from team members; and Other duties as reasonably requested by Storman.

Customer Operations Generalist

Salary

Job Level

About the role

Requirements

Health Client Manager

Account Executive

Client Services Agent

Assistant

Outside Sales Representative