The Customer Care Consultant (Tier 2) is the second level of escalation for functional support of our SpinifexIT products.
They are considered to be the subject matter experts in at least, but not limited to, our most utilized tool - Easy Reporter.
Customer Care Consultants should continue to expand their knowledge and be always up-to-date with the new functionalities of our tools, delivered every Product release.
The main role of a Customer Care Consultant is to provide exceptional, professional support to our Premium Customers with a strong focus on customer service.
They should be able to clearly identify and distinguish a bug versus a product limitation and also articulate and propose an acceptable workaround solution whenever possible.
Training and upskilling the Customer Care Agents (Tier 1) through knowledge sharing should be second nature.
The role would benefit from someone with at least a functional background in SAP HR or extensive knowledge of our tools. It would also require high analytical skills, problem-
solving capabilities, and the mindset to do everything that is possible for our customers within the scope of their responsibilities.
Whilst maintaining a focus in functional knowledge and customer care, employees in this position are expected to present the company through a positive attitude and value towards customers and internal colleagues.
The Customer Care Consultant is the last level of functional escalation before going to the Customer Care Developer (Tier 3).
The position reports to the Customer Care Manager.
Support mission statement and company values namely :
Creating Customer Value : Through the superior provision of both product and services. Ensuring that we are relevant, responsive, respected but overall, the client must see that SpinifexIT is delivering VALUE.
Superior client relationships are critical.
Main Job Tasks and Responsibilities
Provide excellent customer support demonstrating knowledge and expertise in the functionalities of our tools
Monitor and provide updates to tickets within the defined SLA
Initiate conference calls with internal and external customers to discuss potential issues or resolution when necessary
Conduct mini-training sessions / knowledge sharing sessions with customers as required
Correctly assess feasibility questions by exploring all potential solutions
Understand customer requirements and provide consulting-type of support
Assist Tier 1 agents in more complex issues with solutions not normally found in the user manual
Assist and collaborate with Tier 3 Developers for problem resolution
Provide support in testing new functionalities to be delivered every Product release
Deal directly with internal and external customers on a day-to-day basis to resolve an array of incidents or complaints
Raise bugs, defects, and ideas for improvement for further product evolution
Identify common issues raised and proactively inform other customer care agents
Alert the Customer Care Manager for any critical / major issue discovered that could potentially impact other customers
Adherence to schedule, work plans and performance requirements
Conduct oneself in a professional manner among co-workers and in correspondence with clients
Have a proactive, supportive and positive attitude toward :
Support Cases (Phone calls / tickets / etc.)
Build trust, value others, communicate effectively, drive execution, foster innovation, collaborate with others, solve problems creatively and demonstrate high integrity, be curious, strive for personal improvement / development.
Desired Skills & Experience
Competencies required to excel in this role include :
Excellent written and verbal communication skills with a focus on the details
Good interpersonal skills and patience to interact with customers of different backgrounds
Passion to learn new skills for their own career advancement and to improve customer service
High analytical skills are necessary to examine problems and find appropriate resolutions
Excellent problem solving and troubleshooting
Knowledge of Human Resources functional aspects - Personnel Administration and Payroll knowledge
Time management and organization skills for efficient planning is also needed
Strong listening and collaboration skills with a willingness to be mentored
Achievement-focused with an ability to work with a high degree of autonomy
An ability to discern best practice that promotes efficiency and scalability
A wide degree of creativity and latitude is expected
Able to plan effectively and manage multiple priorities
Highly proficient in SpinifexIT product suite and processes
Proficiency in Google Apps, Success Factors, SAP
Jira Help Desk, Confluence and Zendesk knowledge is a plus