general Virtual Assistant for australian clients (office-based)The Offshore Crew

Job Description
We are looking for experienced Virtual Assistants to fill in the following roles:
Customer Support Representatives
Compliance Monitoring Consultants
Maintenance Manager Support
Have a sound understanding of how the platform works.Provide first level client support for queries over the phone, by email or video call.
Logging of problems and resolution outcomes into the CRM support database.
Replicate customers problem to gain a better understanding of support requests.
Handling problems and queries reported by customers in a timely and professional manner
Escalate support incidents to senior support consultants when necessary.
Monitor problems and queries reported by customers.
Assist with data migration tasks.
Maintain and update technical reference material including standards documents, software release notes and reference guides materials into Zendesk Knowledge base system.
Assist in quality assurance of new software releases and client sponsored enhancements.
Assist in general Customer Support activities and general administrative duties
Provide feedback for improvements to existing applications, systems and operations
Job Qualification
Excellent verbal and written communication skills
Face to Face interpersonal communications skills
Ability to work with IT technologies, including internal database, communications networks and Internet.
Knowledge of Zendesk 'CRM' systems is a plus
Proficient in the use of Google Drive Suite of products.
A sympathy and knowledge of general support operations and procedures.
Excellent organisational and time management abilities
Excellent problem solving ability with a flexible approach and lateral thinker
Team orientation with strong people and customer focus
An ability to build relationships at all levels with both internal and external users
Excellent verbal and written communication skills
Robust PC, technology and monitors in place, including a stable internet connection.
Desirable:
Bachelor or postgraduate qualifications
Sales background experience
Insurance industry qualifications
Experience dealing with Australian Customers