Job Description

Troubleshooting and resolving advanced issues for customers related to the iREMS software, providing advice and expert knowledge by email, chat, and web channels
Working closely with Product Development and DevOps to diagnose problems and deliver solutions to customers often liaising with the software development team
Delivering professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
Communicating clearly and effectively both internally and externally
Accurately recording all customer contact and outcomes within designated software
Escalating issues in a timely and appropriate manner in line with SLAs in place
Adhering at all times to the working processes and procedures of the department
Contributing to and maintaining knowledge base articles and documents