2nd Line Support Analyst

at  nurturgroup

nurtur is a diverse group of SaaS software brands focused on generating revenue, demonstrating ROI, utilising data to programmatically determine decisions, an industry leader in Insights and a champion of best practice and innovationwithin the sector. This enables our customers to automate manual processes and focus on their customers, which in turn increases their revenue and profitability.

THE OPPORTUNITY

Responding to questions and queries escalated from the Customer Support Pods, or received through calls, emails and live chat, you will thrive on resolution; seeking out answers for our customers and ensuring they have all the information to move them forward with their query.
Our customers will feel fulfilled thanks to your positive and helpful demeanour, you will be a good judge of technical ability and adjust your responses accordingly.
You will enjoy collaborating with your colleagues, sharing information and mentoring Tier 1 Agents, escalating any outstanding queries in a timely manner, ensuring the customer is updated every step of the way.

• Deal with queries escalated from the Customer Support Pods and assist with incoming queries via call, email and live chat in a friendly and clear manner; escalating appropriately where required and ensuring all communication with our customers is clear and accurate at all times.
• Provide training and mentoring to colleagues to support the Service Desks Shift Left Strategy
• Troubleshoot and resolve any problems found, escalating unresolved issues to the relevant technical teams in a timely manner
• Update all customers within set SLAs with a view to achieving good customer satisfaction ratings.
• Liaise with our partners to gain resolution to tickets that require their input.
• Provide technical training to customers and where required other members of team.
• Make use of reports and live statistics to ensure Nurtur Techs systems are functioning correctly.
• Make suggestions through the relevant process to enhance our product and our offering.
• Achieving the KPIs set on a daily, weekly and monthly basis.