Supportersdesk Employee

Supportersdesk Employee at SMRT.BIO Global Helmond, Nederland ● on Mar 27, 2024 €0.00 - €3,800.00 / month What are we looking for The Support Desk Employee provides first-line support to users of the SMRT.bio platform. This role handles questions, incidents, and requests via various channels and ensures correct and timely solutions. The employee registers and follows up on tickets, shares knowledge, and identifies areas for structural improvement. By working in a customer-focused and accurate manner, the Support Desk Employee directly contributes to user satisfaction and platform quality. About SMRT.BIO Global SMRT.BIO is an AI-driven platform designed to grow individuals, organisations, and regional economies at scale and speed. Its mission is to connect all stakeholders into a single, integrated digital ecosystem. We aim to be the global digital backbone for human capital development and economic growth, turning fragmented regions into coordinated engines of sustainable, inclusive economic growth. Minimal education level Early childhood education (01 Early childhood educational development) Employment type Part-time Function level Junior Job type Vacancy Hard selection criteria - Ben je stressbestendig Reponsibilities Handling support tickets via email, portal or other channels. Registering and following up on incidents and requests. Resolving standard questions and problems. Escalating complex issues to 2nd line support. Informing users about progress and solutions. Contributing to knowledge base and FAQs. Identifying recurring problems. Complying with support processes and SLAs. KPI's Number of tickets handled. Average response time. Average resolution time. Percentage of tickets within SLA. Customer satisfaction per ticket. Number of reopened tickets. Accuracy of ticket registration. Escalation percentage. Knowledge contributions per period. Consistency in communication. Characterist...