Job Desccription:
We are seeking a dedicated and customer-focused HelpDesk Customer Support Consultant to provide exceptional first-level support to users through calls, emails, and chat. This role involves managing public-facing inquiries, resolving issues, and liaising with internal teams to ensure timely resolution. The ideal candidate must possess excellent communication skills, a customer-centric approach, and the ability to handle high-pressure situations effectively.
Key Responsibilities:
- Serve as the first point of contact for users by responding to calls, emails, and chatbot queries.
- Provide first-call resolution for users calling into the public-facing hotline, offering advice and solutions to resolve their issues promptly.
- Liaise with other support or product teams to escalate and resolve user requests/issues in a timely and efficient manner.
- Ensure proper documentation, notification, escalation, tracking, and follow-up for all incidents.
- Make outbound calls to users who request callbacks, ensuring their concerns are addressed.
- Handle emails and other tasks as assigned by the team leader to ensure smooth operations.
- Monitor and respond to queries via the chatbot platform, maintaining professionalism and accuracy.
- Maintain composure and professionalism while managing calls and queries from members of the public, even during high-pressure situations.
Requirements:
- Proven experience in a helpdesk or customer support role.
- Excellent verbal and written communication skills with the ability to handle inquiries professionally and empathetically.
- Strong problem-solving skills and the ability to provide solutions promptly.
- Ability to manage stress effectively and maintain focus while handling a high volume of calls and inquiries.
- Familiarity with helpdesk tools and ticketing systems is a plus.
- Ability to work collaboratively with team members and other support teams.
Preferred Skills:
- Experience handling public-facing customer support inquiries.
- Knowledge of chatbots and email management systems.
- Ability to work in a fast-paced environment while maintaining attention to detail.
