MAIN PURPOSE OF ROLE

Provide accurate and timely technical information, advice, and assistance regarding the organization's products and services before, during, and after a transaction to maintain and improve the organization's customer relationships.

MAIN RESPONSIBILITIES

• Communicate with customers and clients (via email, phone, or online discussion boards) to answer their enquiries, understand their technical question, assess their needs, and suggest or promote alternative products or services (for example IT hardware and software products, financial services, health services).

• Apply established procedures or develop new solutions to solve technical problems through case management and follow-up on the status of outstanding cases.

• Use databases or other computerized systems to maintain up-to-date customer records, to track the volume, content and outcomes of enquiries received, and to access information, checklists, scripts, guidelines, and other materials for responding to the customer’s enquiry.