Customer Support Specialist

Lowongan Kerja Customer Support Specialist PT. Infinitium Solutions
First point of contact, identifying nature of queries and routing to the appropriate team if required.
Customer on-boarding for all the payment services offer by company.
Take ownership, log, and co-ordinate all related queries and request from customers.
Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.
Communicates with customers through various means (oral, written, electronic) to remotely resolve customer problem and verifies resolution of problem with the customers.
Log all queries and request to IT support ticket system.
To perform an initial assessment, attempts to resolve or escalate the problem, based on agreed service level (SLA).
To escalate to 2nd level support group when required with detailed description of the problem for further troubleshooting and resolution.
To monitor the escalation procedures and keep end-users informed.