Assistant Support Specialist.

Purpose of the Job

The role of assistant support specialist is to supervise, monitor and support the service delivery of the support team.

Key Areas of Responsibility

• Ensure and schedule the allocation of issue logs to the 1st and 2nd Line Support Officers according to our internal client responsibility sheet.
• Audit support platforms to ensure efficient workflow of the support team.
• Ensure the seamless transitioning between shifts and that handovers are accurate.
• Ensure ticket resolution is as actioned and customer satisfaction as per the SOP.
• Monitor and supervise the support team to ensure professional and relevant support is provided to customers.
• Monitor and supervise 1st and 2nd Line Support Officers interactions and engaging with customers over multiple channels.
• Handling escalations from both internal and external customers
• Prepare regular and adhoc team progress tracking reports.
• Identify areas for process optimization and suggest improvements to enhance efficiency and effectiveness in the support department.
• Collaborate with the customer success team to address customer concerns and resolve issues promptly.

Requirements

• Previous experience in a system support role is preferred.
• Strong organizational and multitasking skills, with the ability to prioritize tasks effectively and meet deadlines.
• Proficient in using CRM systems and other system support related software.
• Strong communication skills, both verbal and written, with the ability to
• Proficiency in Microsoft Office suite, particularly Excel, PowerPoint, and Word.
• Ability to work independently and collaboratively in a team environment.
• Strong problem-solving and analytical skills to identify and address support-related issues.
• Flexibility and adaptability to work in a fast-paced.

About Wyzetalk

Wyzetalk is the leading digital employee engagement platform that connects large organisations with their non-desk workforce to improve communication, increase engagement and to drive business performance. The power of feeling included and valued, receiving correct and relevant information and being asked for feedback brings the employee into the centre of the business. For the last 10 years, we have consistently seen that when a business chooses to connect, communicate, and engage with its people, there is a remarkable shift in how employees feel and engage with the business.