Internal Description for Helpdesk Team (Metanow)

The Metanow Helpdesk Team is the cornerstone of our customer support operations, managing and resolving client inquiries efficiently. This team handles tickets received through [email protected], supporting various pipelines such as general information requests, client onboarding forms, and more.

Responsibilities:

1. Ticket Management:
   • Process tickets from diverse sources, including:
     • General Information Requests: Queries related to services, offerings, or company details.
     • Client Onboarding Forms: Assistance for new clients during the onboarding process.
     • Other Inquiries: Additional categories as defined by internal workflows.
   • Ensure accurate categorization and routing of all tickets to the appropriate pipeline.
2. Categorization and Prioritization:
   • Assign relevant tags (e.g., "Onboarding," "General Inquiry") to streamline ticket handling.
   • Prioritize tickets based on urgency and complexity to meet service level agreements (SLAs).
3. Communication and Support:
   • Act as the first point of contact for clients, ensuring clear and professional communication.
   • Provide timely updates to clients and relevant internal teams regarding ticket progress.
   • Ensure resolution or escalation of all tickets in line with internal protocols.
4. Internal Collaboration:
   • Partner with the Sales, Operations, and Technical teams to resolve client requests seamlessly.
   • Maintain an up-to-date internal knowledge base for quick reference and consistent responses.
5. Performance Monitoring:
   • Track ticket statuses across pipelines to identify bottlenecks and ensure prompt resolution.
   • Generate regular performance reports to assess efficiency and pinpoint areas for improvement.

Key Points for Internal Use:

• Centralized Pipeline Management: All incoming requests are managed through the [email protected] email to ensure consistency and accountability.
• Efficient Automation: Leverage automated workflows to route tickets to the correct pipelines, ensuring swift categorization and assignment.
• Commitment to Excellence: Continuously refine processes to enhance client satisfaction and operational efficiency.

This structure empowers the Metanow Helpdesk Team to provide exceptional support while aligning with the company's mission to deliver outstanding client experiences.