General Manager, Contract Logistics Operations
CMA CGM
Customer Operations Generalist
Global Payments Inc.
full-time
Posted on:
Location: 🇦🇺 Australia
Visit company websiteSalary
💰 A$80,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Minimum 3 to 4 years of relevant experience
- Previous customer service experience ideally in a SAAS environment
- Computer Skills - moderate skills and technical background preferred
- Industry Knowledge - Ability to develop basic storage industry knowledge
- Research - Basic ability to research issues and resolve customer inquiries
