Incident Resolution Specialist
6 days ago
Job Summary:
We are seeking a highly skilled Incident Resolution Specialist to join our team at Profession Hub. As a key member of our support team, you will be responsible for managing and resolving client incidents related to our services.
Key Responsibilities:
- Provide first-line operational support to acknowledge and resolve client incidents.
- Accurately log all ticket information and escalate unresolved incidents to second-line support.
- Monitor group mailboxes and ensure all inbound incidents receive a response within Service Level Agreements.
- Track incidents and provide regular updates on the ticket management system.
- Maintain accurate log entries of contact, resolution details, and follow-up information.
- Remain flexible and adapt to changing priorities with promptness, efficiency, and ease.
- Evaluate incidents at risk of breaching Service Level Agreements and escalate to the Incident Process Coordinator.
Requirements:
- Problem-solving and keen attention to detail.
- Driven to deliver high levels of customer service.
- Flexible approach to working hours.
- Excellent communication skills; verbal and written.
- Ability to learn new skills quickly.
- Demonstrates initiative and anticipates needs.
- Able to operate as a good team player.
- Self-motivated with the ability to work unsupervised.
- Drive and Energy.
- Work with a sense of urgency.
Preferred Qualifications:
- Matric.
- Higher Certificate in an administration field.
- 2-5 years of experience in a similar role.
- Computer literacy.
- Experience working within a Help Desk/Service Desk environment would be an advantage, but full training will be given.
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