We are seeking a proactive and skilled Customer Incident Responder to join our dynamic team. In this role, you will be the front-line support for our customers, addressing and resolving incidents that arise in a timely and effective manner. Your primary responsibilities will include monitoring customer support channels, responding to inquiries, and coordinating with internal teams to ensure issues are resolved efficiently. You will also be responsible for documenting incidents and resolutions in our ticketing system, ensuring that all information is accurate and up-to-date to facilitate future reference and reporting.
The ideal candidate will have a strong problem-solving mindset and excellent communication skills, with the ability to convey technical information clearly to customers. You will need to work collaboratively with technical teams to diagnose and troubleshoot issues, escalating more complex incidents as necessary. Additionally, you will engage in root cause analysis to identify trends and recommend improvements to our products and services. A commitment to customer satisfaction and a passion for delivering exceptional service are paramount in this role.
Qualifications include a minimum of 2 years of experience in a customer support or incident response role, familiarity with ITIL principles, and a strong understanding of customer relationship management tools. A background in technology or software is highly desirable. If you are a dedicated professional who thrives in a fast-paced environment and is eager to make a positive impact on our customers’ experiences, we would love to hear from you!
Customer Incident Responder
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