Hamish Venmore Email & Phone Number

Christchurch, Canterbury, New Zealand

• Contribute to the delivery of a world-class service support facility that provides timely, effective, and professional education and support to all our users.• Effectively analyse and triage tickets to help prioritise issues as they come in and ensure they are routed to the correct escalated resource as required.• Effectively capture customer interactions in our Customer Relation Management System (CRM).• Assist in the creation of Self-Help content such as quick start guides, learning paths, and On-Demand Training materials.• Seek opportunities to improve processes and, where appropriate, design solutions and champion their adoption.• Collaborate with the escalated technical staff, sales, and development teams to establish suitable service levels for Seequent's internal staff and customers.

Christchurch, Canterbury, New Zealand

Interact with customers to provide and process information in response to inquiries, concerns,and requests about products and services;• Gather customer information and determine issues by evaluating and analyzing the symptoms;• Diagnose and resolve technical and software issues involving internet connectivity, loginproblems and more;• Research required information using available resources;• Follow standard processes and procedures;• Identify and escalate priority issues per Client specifications;• Redirect problems to appropriate resource;• Accurately process and record call transactions using a computer and designated CRMsoftware;• Offer alternative solutions where appropriate with the objective of retaining customers’ andclients’ business;• Follow up and make scheduled call backs to customers where necessary;• Stay current with system information, changes and updates

New Zealand

Meeting sales targets.Meeting NPS requirements.Responded positively to an opportunity to join an experimental team delivering Digital Service. Achieved significantly higher customer satisfaction levels with the team taking a sales-based approach while providing accessible and tailored support.Team success generated growth from 5 to 15 people.