At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.
To provide front-line support to all Red Box customers via phone, portal and email and to assist Technical Support Engineers when required with management of support cases, keeping CRM systems up to date.
Primary Responsibilities
Interpretation of issues raised, using a range of questioning techniques to capture the entirety of the fault the customer is experiencing, enabling escalation to the relevant team for resolution.
Ownership of all incidents ensuring they are recorded (CRM), monitored and reported to the relevant stakeholders.
Maintain an agreed level of contact with the customer to deliver a first-class customer service.
Work to individual and team SLAs to ensure they are met or where possible, exceeded.
Communicate verbally and in writing to customers and other internal stakeholders.
Be able to communicate at an appropriate level especially where technical information may need to be interpreted in a non-technical way.
Have excellent written skills being able to accurately and concisely log issues on our CRM system.
Work collaboratively with the team and where necessary, inter departmentally to get tasks completed.
Construct and communicate customer incident and shift reports.
Any other adhoc duties based on requirements of the business.
Skills & Experience
Previous experience in a service desk environment
Basic knowledge of CRM based systems.
Good Telephone manner.
Positive attitude.
IT based knowledge
Working within fast paced department.
Technical skills
Time management/Priortisation;
Problem solving
Qualifications
Higher Education Qualification or equivalent (Essential)
Degree or equivalent (desirable)
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
For more information on how Uniphore delivers business value using Conversational Automation, please visit www.uniphore.com
All applicants – to review our privacy notice, please click here
Information regarding recruiting and phishing scams:
Employment offers will always be made by a Uniphore hiring manager or Talent Acquisition team member with a @uniphore.com email address only. We will never text you about an employment opportunity, interviews or employment offers, and we do not make job offers after only one interview. Additionally, we will never ask you to provide funds for onboarding, supplies or anything else, nor we will ask you to submit your personal information (date of birth, passport details, banking information, social security number, etc.) as part of the interview process. If you are receiving an employment inquiry or employment offer from a non Uniphore.com email address, please assume it is spam. If you believe you have been a victim of a phishing or false employment scam, you may want to report this incidents to the FBI iC3, or visit the Department of Homeland Security’s Cyber Smart website to learn how to report such scam.
We are looking for IT Technician Experience : 1 to 3 years salary : 12000 – 15000 Responsibilities: Identifying and...
Apply For This JobAuto req ID: 271781BR Job Description Purpose:The Solution Security Architect will be responsible for reviewing solution designs for compliance to...
Apply For This JobRoles and Responsibilities: · 4 to 9 years of experience in USA IT recruitment & sourcing. · Responsible for handling...
Apply For This JobResponsibilities and Duties: Installing and configuring computer hardware, software, systems, networks, printers and scanners, SQL Data administration, Active Directory configurations...
Apply For This JobDescription We have a wide variety of career opportunities around the world — come find yours. Technology/IT The United IT...
Apply For This JobThere is Job Openings at Synetic Business College for the Post of Assistant Professor: * Computer Application, IT, CSC with...
Apply For This Job