An enthusiastic and service focused Customer Services Analyst to join our NGMS Customer Services Team and help us provide an excellent level of customer service and technical support to our customers within the Employee Experience and Productivity portfolio.

The Customer Services Analyst will handle customer issues and requests via our omnichannel contact points, collating accurate and concise information as part of the case validation and triage, before promptly resolving or escalating the case to the appropriate resolver group.

Responsible for support virtual live events on various platforms such as Microsoft Teams and Zoom providing concierge service throughout the conference events.

The Customer Services Analyst will have a penchant for customer excellence, communication and service delivery, with a desire to exceed customer expectations with every interaction.

Being the first point of contact for Nasstar NGMS customers
• To answer telephone calls, live chat and portal communications from clients and their users, ensuring a professional manner is maintained throughout
• Speak with confidence on the issue at hand, reassuring the customer of a positive outcome
• To correctly validate issues, including service/product offering, categorisation, prioritisation, advising product users through features, functionalities and initial triage detail
• To resolve issues/requests on first contact

Work as part of a team
• Support the team in reaching its KPI’s and objectives
• Work with peers and mentors to progress your working knowledge
• Communicate with your team and leaders if assistance is required
• Collaborate and share knowledge to improve the team's wider capability

Actively managing and maintaining a list of assigned cases
• By ensuring they are regularly updated in-line with contractual SLAs
• Keeping the customer informed and updated with the progression of their issue
• Ensuring any investigative work is documented in tickets you’re working on
• Being accountable for collecting updates from resolver teams to see the issue through to resolution

Conference & events support
• Set up video events sessions on the various platforms infrastructure systems and launch the video conferences at scheduled time.
• Manage and support assigned video events until completion, remaining focused on the customer at all times.
• Provide Live Assist, Meet & Greet and Dedicated Engineer services for customer video conferences.
• Perform first line troubleshooting with the customer's local site support for problems that occur during video events.
• Report and update video conference details post-conference into the centralized database accurately and concisely.
• Open incident tickets against all issues reported into the centralized CSM/ITSM tool i.e. ServiceNow accurately and concisely.
• Manage and support high profile video events.