everfield - Customer Support Officer

• First point of contact: Receiving user inquiries via phone, email or WhatsApp. • Ticket Logging & Triage: Accurately log, categorise and prioritise tickets based on urgency and business impact within the service desk platform. • Issue Resolution: Troubleshoot and resolve common technical problems (e.g. password resets & software installations). • Raising development cards: In a standard for our development team. • Workarounds: Offer workarounds for bugs awaiting development time. • Escalation: Route complex, unresolved issues to the appropriate second line or third line teams with clear documentation of the issue. • Monitor ticket queues to ensure SLAs are met. • Communicate progress to users clearly, managing expectations on resolution times. • Escalate major incidents promptly and follow incident management procedures. • Account Manging: Managing BAU clients focusing on maintaining day to day operations and acting as the primary point of contact. • Knowledge Base: Create and manage a self-service knowledge base for our clients. • Known Issues: Create and manage a knowledge base on known bugs. • We look forward to receiving your application!