Service Desk Engineer

at  AccessPay

We are looking for a highly motivated individual to join our fast-paced Customer Operations Team. You will be handling incoming queries, providing 1st line support for our customers, and fulfilling business needs. To ensure success as a Customer Operations Analyst, you should exhibit proactivity and expertise in problem analysis to restore and resolve issues to the customer’s satisfaction, while working towards critical customer deadlines and SLA’s. A first-class Customer Operations Analyst will be someone who demonstrates accountability and ownership of their work, following issues through to resolution along with team collaboration. We believe continuous improvement is key to our customers and our business objectives. The successful Customer Operations Analyst will deliver the expected value to the customer, sharing updates and opportunities relevant to the customer, while striving to meet the clients’ demands. The Customer Operations Analyst will be creative in their approach to delivering customer updates and enhancing the tools and documentation used by the Customer Operations team.

SKILLS, KNOWLEDGE & EXPERTISE

• Excellent customer service skills
• Strong communication skills
• Analytical and logical problem-solving approach
• Previous experience in a similar service desk or shared service environment would be advantageous.
• Experience with the following platforms: Zendesk, Atlassian and Jira

• Managing service requests and customer communications
• Performing post-release testing as part of maintenance activities
• Completing moves, adds, and changes for client systems
• Updating training and client training materials
• Managing and implementing client change requests, including user interface changes, and coordinating with users to verify and address feedback promptly
• Performing routine operational tasks to maintain client systems
• Supporting various operational activities and troubleshooting issues to ensure smooth business processes and compliance with procedures
• Collaborating with other teams to optimise operational efficiency