Job Summary

Responsible for managing the Incident and Request Queue for Auxis clients, serving as the initial point of contact for customers, and ensuring high satisfaction through effective issue resolution and process improvements.

Responsibilities

• 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 the 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.
• ...