Customer Care Consultant

About the job Support Customer Care Consultant

Job purpose:

The Support Customer Care Consultant / Help Desk (ITIL) will provide first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.

Criteria:

• Completed Degree or Diploma with Accounting will be an advantage
• I.T knowledge and experience will be an advantage
• Advanced MS Excel working knowledge and experience
• Must have Dealer Management Solution (DMS) Software experience
• Experience in working in the Automotive Industry
• Software implementation experience

Customer Care Requirements:

• The Customer Service and Support function are responsible for activities related to assisting, supporting, and resolving customers  questions specific to products and services
• The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues
• This job family is in the support level category and the focus is on completing tasks or activities supporting the implementation of procedures

IT Helpdesk Requirements:

• Ensure that system requirements and performance issues are accurately documented and tracked by creating service desk ticket(s) as a first point of contact
• Provide first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives
• Accurately log all tickets using the defined tracking software
• Troubleshooting and problem solving of customer issues (local and remote)
• Hardware and Software: setup, repair, configure and troubleshoot