Responsibilities:
Providing L3 escalated support and guidance to L1/L2 Technical Support
and clients on the use of Next Digital products.
Analysing customer data to identify and address any pain points or areas
for improvement with Next Digital products and support.
Developing and implementing customer support processes and growth
strategies around Next Digital product.
Collaborating with external vendors, other departments, level 1 and 2
technical support, and product development, to improve the customer
experience.
Assisting and providing feedback to Product Manager on industry trends
and regulatory changes affecting Next Digital products.
Keep working with stakeholders for the maintenance and improvement of
the Next Digital products.
Oversight for test and release management processes for third party
software.
Escalation points for resolution of third-party hardware/software for the
Next Digital products.
Reporting on key product support metrics, including third-party production
issues, and customer support feedback to senior management and
escalation processes.
Generate trust and credibility at multiple levels in existing accounts after
purchase and through the sales cycle of Next Digital products.
Assist the technical support teams by reviewing support processes,
escalations, maintaining and documenting any new processes for BAU.
Holding product demonstrations, training and knowledge share when
required and being a SME.
Key Accountabilities:
Responsible for providing 3rd level support to customers and guiding them
through escalated issues (hardware and Software), on-boarding support (pre
and post install) and product enhancement request.
Assist the level 1 and 2 Technical Support team in providing customer support by providing technical problem-solving skills and knowledge to escalated issues.
Become a Next Digital products expert and trusted advisor to customers.
Collaborate with Technical Support Team, Deployments Team and
Product specialists to ensure a successful onboarding and integration.
Develop strong relationships and collaborate with Sales Executives,
Customer Success, Technical Support, SysOps, Product Managers,
Development Team to ensure customers have an optimal experience and
achieve their desired outcomes with requested support.
Partner closely with the External Vendors/Suppliers to drive device and
software platform innovation, develop internal support and escalation
workflows and provide strategic onboarding automation and optimisation
recommendations.
Exceptional troubleshooting and problem-solving skills, including a
proven history of rapidly learning complex processes and technologies.
Function as a customer advocate and provide internal feedback on how
Next Digital products can better service our customers.
Able to work well both within a team environment and autonomously.
Strong communication skills (both written and verbal), negotiation and
interpersonal skills.
Strong task management and multi-tasking skills.
High level of organisational, coordination and prioritisation skills.
Strong ability to transfer information, skills, and knowledge to other staff
members.
Customer service orientated.
Committed towards undertaking duties efficiently, using initiative and a strong attention to detail.
Personal presentation suitable for the position.
Ensure adherence to our Information Security policies, procedures and
standards and proactively report risks.
Awareness of and ability to work in accordance with Company Policies and Procedures especially Work Health and Safety.
Responsibilities:
● Providing L3 escalated support and guidance to L1/L2 Technical Support
and clients on the use of Next Digital products.
● Analysing customer data to identify and address any pain points or areas
for improvement with Next Digital products and support.
● Developing and implementing customer support processes and growth
strategies around Next Digital product.
● Collaborating with external vendors, other departments, level 1 and 2
technical support, and product development, to improve the customer
experience.
● Assisting and providing feedback to Product Manager on industry trends
and regulatory changes affecting Next Digital products.
● Keep working with stakeholders for the maintenance and improvement of
the Next Digital products.
● Oversight for test and release management processes for third party
software.
● Escalation points for resolution of third-party hardware/software for the
Next Digital products.
● Reporting on key product support metrics, including third-party production
issues, and customer support feedback to senior management and
escalation processes.
● Generate trust and credibility at multiple levels in existing accounts after
purchase and through the sales cycle of Next Digital products.
● Assist the technical support teams by reviewing support processes,
escalations, maintaining and documenting any new processes for BAU.
● Holding product demonstrations, training and knowledge share when
required and being a SME.
Key Accountabilities:
● Responsible for providing 3rd level support to customers and guiding them
through escalated issues (hardware and Software), on-boarding support (pre
and post install) and product enhancement request.
● Assist the level 1 and 2 Technical Support team in providing customer support by providing technical problem-solving skills and knowledge to escalated issues.
● Become a Next Digital products expert and trusted advisor to customers.
● Collaborate with Technical Support Team, Deployments Team and
Product specialists to ensure a successful onboarding and integration.
● Develop strong relationships and collaborate with Sales Executives,
Customer Success, Technical Support, SysOps, Product Managers,
Development Team to ensure customers have an optimal experience and
achieve their desired outcomes with requested support.
● Partner closely with the External Vendors/Suppliers to drive device and
software platform innovation, develop internal support and escalation
workflows and provide strategic onboarding automation and optimisation
recommendations.
● Exceptional troubleshooting and problem-solving skills, including a
proven history of rapidly learning complex processes and technologies.
● Function as a customer advocate and provide internal feedback on how
Next Digital products can better service our customers.
● Able to work well both within a team environment and autonomously.
● Strong communication skills (both written and verbal), negotiation and
interpersonal skills.
● Strong task management and multi-tasking skills.
● High level of organisational, coordination and prioritisation skills.
● Strong ability to transfer information, skills, and knowledge to other staff
members.
● Customer service orientated.
● Committed towards undertaking duties efficiently, using initiative and a strong attention to detail.
● Personal presentation suitable for the position.
● Ensure adherence to our Information Security policies, procedures and
standards and proactively report risks.
● Awareness of and ability to work in accordance with Company Policies and Procedures especially Work Health and Safety.