We are a consulting business, and have a support ticket system. Clients log tickets by sending emails to specific email addresses. We need someone to manage the ticket system - only about 1 hour a day, every day of the week. The person will access the ticket system online, and will need to allocate new tickets to the correct queue and person to resolve the ticket. The person will also need to monitor existing tickets and make sure that tickets are being seen to and that we are addressing client needs. The person will need to contact staff to follow up and get feedback. Person will be completely responsible for our ticket system service level agreements (SLA's) and in ensuring that we respond to customers quickly with high quality.
Communication will be in Central African Time (CAT) / GMT+2. A company email address will be provided and all communications can be done via email, MS Teams and a virtual phone system.
Fluent English is essential (reading/writing and speaking)
Training on the ticket system will be given.
39 фрилансеров(-а) готовы выполнить эту работу в среднем за $12/час
I have experience in ticketing tool (incident management) create and close the trouble ticket within the SLA, experience in handle the customer query and resolve the same
Have 20 years experience in contact centers, 10+ years in back office, which encompasses ticketing systems and service desk requests. Have handled customer support tickets via Zendesk with my last client handled.