As a member of our Business SaaS Service Desk team, you are responsible for the end to end management of Avaloq clients. The team is the single point of contact for all clients asking for SaaS support, it manages the incoming calls, tickets and e-mails. All the issues are tracked through the ticketing tool and notified to clients.
The Service Desk also manages the service malfunction/interruption communications and support the service-related report activities.
Your key tasks
- First level Help Desk support: provide a single point of contact for both, internal and external Avaloq clients
- Make an efficient initial assessment of customers` requests: either resolve or assign them to the 2nd level support accordingly
- Record and track incidents and complaints keeping clients informed on their requests’ status and progress
- Manage clients requests’ life-cycle including closure and verification
- Produce and update statistics and reports to both, clients and Avaloq management
