Senior Service Desk Agent (Night Shift)

**Key Responsibilities**
- Dealing with and resolving large customer queries quickly with a friendly and efficient manner, often under pressure.
- Identifying the need to escalate more complex queries to the relevant teams or departments.
- Attending customer meetings when required to assist CSS and/or the customer.
- Developing product knowledge, as queries are likely to be technical in nature, to identify whether the issue can be resolved or whether it requires escalation.
- Working within SLA’s - Ticket Resolution Times, Call Handling Times.
- Ensuring excellent customer service and support throughout.
- Updating and managing the CRM tool for all customer issues.
- Liaising with internal teams to find resolutions for customer issues.
- Attend, contribute and present at team meetings and other internal events.
- Work tirelessly to achieve team targets relating to retention and growth.
- Maintain a knowledge base of product and solution features/functi...