Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
Serve as the initial point of contact for customers and provide solutions to their issues.
Escalate unresolved queries to the next level of support as needed.
Guide customers through troubleshooting process effectively.
Follow up with customers to ensure high-level satisfaction and issue resolution.
Exceed customer expectations by delivering exceptional customer service.
Maintain detailed case records, documentation, and ensure cases are closed efficiently.
Identify and recommend procedure modifications or improvements.
Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.