Job Description

This role is designed to be the subject matter expert for key customers regarding the MyPass platform, providing system configuration capability support to key customer platform administrators. This includes providing accurate advice to key customers regarding system issues, questions, technical and general concerns and escalating issues appropriately through internal channels.

Key Responsibilities
Describe the day to day responsibilities expected of this role (technical and behavioural)

You will be providing day-to-day support across the following:

• Maintaining a high level of professionalism with key customer administrators and establishing a positive rapport through online chat, email, phone and video conference calls.

• Providing accurate responses to customer inquiries in a timely manner and to MyPass Global SLA requirements.

• Managing customer incidents and escalating internally via the appropriate internal channels, taking ownership and ensuring that all incidents are resolved to the customer’s satisfaction and in accordance with MyPass Global SLAs.

• Following all MyPass Global Policies and procedures in servicing our key customers.

• Building appropriate professional relationships with assigned customer administrators.

• Educating assigned key customers on the functionality and features of the platform during interactions.

• Delivering monthly / quarterly Service Level Agreement reporting.

• Audit assigned key customer accounts to ensure billing accuracy.

• Providing billing guidance to the MyPass Global Accounts team regarding verifications charges (where applicable).

• Proactively identify system improvements and share these with assigned customers

• Be involved in recurring account meetings with assigned customers

Key selection criteria and required experience includes:

• Fluency in spoken & written English

• Customer service, administration and technical Support for customers, via email and live chat and video calls

• Attention to detail and a methodical, systematic approach to your work (essential)

• Resourceful and excellent problem-solving skills

• Ability to multitask, prioritise and manage time effectively

• Act as a team player and remaining professional and courteous with customers at all times

• Advanced computing skills (including Excel, Word)

• Excellent database administration skills

• Experience with a variety of customised software applications

• Clear and accurate communication (must have reliable, quality internet connection when required to work from home in the instance of COVID-related lockdowns)

• Understanding of Construction, Manufacturing, Oil & Gas, Heavy Industry preferred

• Willingness to work Night Shift (9:00pm-6:00am) & to work on weekends (Saturday/Sunday) is preferred & a premium will be offered for these shifts

• Ensure confidentiality and privacy is respected and maintained at all times with respect to MyPass Global, clients, staff, products and services