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Customer Incident Resolution Specialist
2 months ago
Job Title: Customer Incident Success Technician
Company: MECS Communications Ltd
Job Type: Full-time
Location: Remote (Hybrid)
Job Summary:
We are seeking a highly skilled Customer Incident Success Technician to join our team. As a key member of our customer success team, you will be responsible for providing exceptional support to our customers and partners, ensuring they achieve their goals through our product and service offerings.
Key Responsibilities:
- Be a point of contact for customer queries via various contact channels, solving complex problems and identifying solutions with a focus on first contact resolution through collaboration and consultation with wider team members.
- Explicitly understand what our customers and partners are aiming to achieve with our products and services, supporting the rollout of new deployments through promotion of best practice, expert knowledge, and self-service advocacy.
- Provide insight into customer challenges, feeding into customer Success Leads/Value Stream to help implement service improvement.
- As a product expert, you will have in-depth technical knowledge and expertise of products to support and contribute to the ongoing learning of our teams and our customers.
- Identify and feedback opportunities for where the business can develop initiatives that will optimize existing service processes, tools, or systems.
- Drive and improve customer satisfaction and value enhancement through a customer-first/low customer effort approach at all times.
Requirements:
- Excellent customer success/service skills.
- Previous experience with Telecoms Products is desirable.
- Strong analytical and problem-solving skills with a track record of delivering solutions.
- Tenacity in finding the root of problems and ensuring sustainable fixes are in place.
- Able to manage own time and work under pressure to deadlines.
- Work effectively and collaboratively with others.
- Able to manage the demands of numerous tasks concurrently.
- Able to communicate effectively with different stakeholders.
