The EAS Service Desk Officer will efficiently monitor and manage inbound requests, and proactively monitor customer systems by providing proactive services.The ideal candidate will have strong communication skills and a keen attention to detail, and will be responsible for swift and rapid response to all customer’s requests, ultimately, ensuring that customers are satisfied with such services provided.Key Responsibilities:Adhere to established Service Level Agreement (SLA) for all inbound call responses by analyzing customer inquiries to determine a correct cause of action.Open, follow and close a ticket for all inbound calls into the business lineProvide first level triage resolution to customer challenge(s)Procatively monitor customer systems, and resolve customer enquiries using first level supportManage, assess, and prioritise customer requestsKeep an accurate and up to date record of all inbound and outbound enquiriesConstantly Monitor the status of all support service requestsTrack all assigned and escalated customer requests and support servicesAct as a single point of contact for the businessCarry out routine feedback collation from customersAsk callers troubleshooting questions about the nature of their call to determine the type of response required.Routinely test monitoring station communications equipment and backup systems to ensure uninterrupted service, and timely report any malfunctions.Manage all warranty and contract servicesProduce a minimum of two knowledgebase articles per week, Develop and publish knowledge base articles including but not limited to troubleshooting guides, issue resolution steps, frequently asked questions and system user guidesComplete all assigned duties as requestedQualifications:Diploma or Bachelor’s degree in Business Administration, Communication, Hospitality, or related field.2-3 years in customer service/teleservice rolesProven experience in customer service or sales, preferably within the technology or hospitality industry.Technical proficiency with HAUSBA’s product rangeExcellent problem-solving abilities and a customer-oriented approach.Good technical knowledge of modern smart home technologies, audiovisual systems, and related hospitality solutions is desirable.Excellent verbal communication and interpersonal skillsStrong attention to detailProficient knowledge of relevant ERP softwares and telephone systemsStrong ability to make on the spot, independent decisions to solve problemsExcellent audio and visual abilitiesAdvanced data management and analytical skills