Your Responsibilities
People-centricity is a key value to us, and our Jedox Support team is at the frontline of making sure our customers are happy and able to use and understand our software. In this role, you will get to know the core features of our Jedox product at an expert level. The primary responsibility is to handle customer issues related to Jedox products and services over the phone as well as through tickets and chat. Technical support engineers are required to troubleshoot and test directly with the customer and work cross-functionally and collaboratively to resolve issues to our customer’s happiness. You will have the opportunity to improve processes and customer experience by crafting new knowledge about our product, whilst sharing insights to colleagues and management.
The function of Tier 1 Support is to administrate all incoming requests within SLA, respond to questions, assess, verify, and validate customer submissions, troubleshoot, and resolve in a timely manner, ensuring that the customer experience is at the forefront of our engagement.
In this context, your responsibilities will be:
The function of Tier 1 Support is to administrate all incoming requests within SLA, respond to questions, assess, verify, and validate customer submissions, troubleshoot, and resolve in a timely manner, ensuring that the customer experience is at the forefront of our engagement.
In this context, your responsibilities will be:
- Respond to tickets in accordance with SLA’s
- Establish correct prioritisation upon ticket submission
- Provide positive written and verbal communication with the customer
- Implement configuration changes for cloud customers
- Provide information regarding Jedox Cloud settings and hardware loads
- Create Customer portal accounts
- For new tickets: check responsibility of support (transfer to colleague/department),
- Queue Management to ensure timely and effective follow-up
- Ensure escalations are owned, followed up and resolved satisfactorily
- Phone coverage & Video calls