Channels Support Analyst

Letshego Holdings Limited

Kenyawa-Poka, Kajiado, Kenya

24 MonthsContract

Aug 30

To plan, implement, upgrade, or monitor security measures for the protection of computer networks and information by ensuring appropriate security controls are in place that will safeguard digital files and vital electronic infrastructure. Receive client inquiries primarily via a CRM tool, regarding product functionality or problems; researches with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.Provide consultative guidance to customers towards the resolution to their service issue.Logically diagnoses and resolves basic to intermediate issues or determine resources required to resolveEffectively manages expectations that are set with customers.Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.Escalate unresolved client issues as necessary to ensure timely resolution.Routinely updates the client, following SLA guidelines, on active issues to gain additional information or to advise of status.Provide expert support within the Revenue Cycle Line of Business specialty. Educates and trains clients one-on-one as needed to resolve requests. Expand current and upcoming product knowledge within the specialty. Actively works to ensure Letshego Service Level Agreements are met.Actively participates in and manages incident communication needs and expectations for customers and stakeholders.Identifies and analyses trends in requests related to the Line of Business or specialty. Provides feedback from analysis to internal departments, clients, relationship consultant and the manager for the specialty.Provides after-hours and on-call support as required.

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