CRM/Helpdesk Specialist at Qore

• Handle complaints and execute technical support and customer relations, and provide first-level assistance, resources and solutions to customers' emails, calls, and chats.
• Establish and maintain strong and productive relationships with clients and ensure requests are resolved in timely and effective manner.
• Collaborate with support team to achieve excellent service support delivery and maintain regular contact with customers in handling escalations.
• Troubleshooting and system operations, for a smooth work procedure and productivity.
• Use CRM software to track support tickets and document actions and initiate log in for incidents cases and establish interactions with clients.
• Execute and deliver on key KPIs (i.e., response time, time to resolution, SLA, etc.) and maintain and improve knowledge base to support external and internal users.
• Create training materials, knowledge base help articles, including FAQs and adhere to manufacturing instructions and design specifications when recommending devices and IT equipment for repairs.
• Provide reliable interface between our client’s IT representative(s) and Qore’s business units and provide support and customer services tasks in a satisfactory and timely manner.
• Respond to clients’ inquiries for technical assistance via telephone, e-mails, or instant messengers. 
• Carry out case management; case categorization, case assignment, and case closure and follow standard help desk procedures to assist clients in resolving technical issues. 
• Prepare activity and other related CRM reports and engage in other support interactions with clients to ensure client satisfaction in line with the company’s business goals. 
• Ensure all reported cases are attended to and resolved within the stipulated timeframe as stated in the SLA and conduct routine operational training for users of Qore’s products.

Requirements

• BSc in any discipline from a reputable and accredited higher institution.
• 2+ years experience in a similar role, preferably in a Tech/Fin-tech or in the Financial Services industry.
• Good planning, organizing and prioritization skills.
• Good communication and interpersonal relationship skills.
• Strong interpersonal skills and able to work as an individual and part of a team.
• A great communicator with strong project management skills, who can easily receive and interpret feedback and meet tight deadlines in a fast-paced environment.
• Knowledge of the use of CRM and how to manage clients using technological tools.