Job details
We are looking for an Apprentice Service Desk Analyst to supporting Cirrus’ customers and partners though the triage, analysis and resolution of issues across our voice and omni products. Where possible you will delight our partners and customers by offering a ‘1st call resolution’ and where not possible using a combination of phone and email communication to keep customers engaged and informed.
Responsibilities of the role include
1. Politely answering support telephone and email enquiries from customers and partners.
2. Be the main point of contact for customer issues, looping in Senior Service Desk Analysts for calls as required.
3. Swiftly handling Initial response and troubleshooting cases raised by clients and partners within SLA.
4. Completing configurational portal-based tasks for both our voice and OMNI solutions.
5. Maintaining and updating Salesforce.
6. Maintaining excellent knowledge of the organisation’s core products and services to support all customer and partner needs.
What success in the role looks like
1. Consistently resolves issues within customer and partner SLAs.
2. Maintains outbound call to email ratio for tickets of 50% calls to 50% emails per day.
3. Decides on which outbound calls are chosen as they either resolve or move forward the customers resolution.
4. Keeps notes on all actions completed per ticket clearly logged in Salesforce.
5. Completes skills matrix assessment once per quarter and achieves +90% competency score.
6. Being on target with all modules for the apprenticeship.
Relatable experience in helping people solve problems will help you succeed in this role.
