Customer Support Associate

As a member of Customer Care Center (CCC) the Product Advocate will provide functional & technical support.

The team will require working with applications as well as infrastructure components to undertake analysis, diagnosis and resolution of end user incidents.In addition, execute and document tests in the above mentioned context. It is a point of Contact for Incidents, Service Requests and phone calls. The role is specifically responsible for recovering functional and technical Incidents and Requests at a higher technical level or escalating them to resolver groups.

The Product Advocate will work close together with other team members to provide accurate incident resolution and service request management, within the SLA and also with other divisions within the company.

Operational Consulting:

• Provide point of contact for customers and support over tickets regarding cytric product and queries.
• Provide Support & Consultation as SME through phone, emails & chat in case required
• Prompt and error-free processing of cases, if necessary in cooperation with other technical departments
• Designing test scenarios for problem cases, performing error analyses
• Create documentation
• Provide prompt assistance in the area of customer care
• Provide accurate incident resolution and service request management, within the established Service Level Agreement (SLA)
• Appropriately escalate issues to leadership and other teams
• Proactively identify problem areas, and devise and deliver solutions to enhance the service quality and to prevent future problems
• Assist the team lead with documentation and processes
• Serve as an escalation point in resolving customer service issues within the scope of a specialist
• Oversee the development and communication of help sheets, usage guides, and FAQs for end users
• Provide accurate incident resolution and rervice request management, within established Service Level Agreement (SLA).

Reporting:

• Contribute business through reports and analysis (e.g. forecast),
• providing qualitative feedback when needed
• Analyse customer's business, operational and technical requirements (e.g. for internal reports)
• Support process improvement opportunities to drive operational efficiencies.

Collaboration:

• Work closely with the Team/Stakeholders/stakeholding departments on incident progress and resolution.
• Create documentation for internal and external use with incident resolution and/or training
• Support other technical teams as they operationalize new applications/tools to ensure the Global Support is prepared to support them and the customers.
• Create and conduct training sessions when needed for a variety of audiences.
• Any other tasks assigned by your line manager in accordance with your skills and experience

Candidate profile

• Minimum 3 years experience in working with Cytric.
• Very good knowledge of Cytric and/or high expertise in specific Cytric areas
• understanding of the Travel/Tourism Business
• previous work experience in Customer Service or other relevant experience with strong technical affinity.
• Previous technical Customer Support experience
• Solid PC and operating systems experience
• Network knowledge
• Log (xml) reading experience
• Fluent in English

Diversity & Inclusion