Provide first response in-line with defined SLA’s in order to deliver support and meet agreed client requirements
Display competence with managing a large amount of client requests to provide timely resolutions
Seek guidance from peers and external influences to grow awareness of technologies and processes
Complete issues autonomously, seeking advice when required, to ensure you are working to best practice and within company guidelines
Provide valid and accurate information to clients in order to ensure one-touch resolution
Display good verbal and written communication skills to resolve issues and maintain positive and professional lines of communication internally and externally
Collaborate with technical and non-technical teams to provide resolutions to open issues
Support the analysis and preparation of reports to ensure proper monitoring and evaluation of the customer service process, as well as proactively suggesting improvements
Proactively contribute to the positive culture of The Floow through everyday behaviours