Job Description

The purposes of this position is to manage all incoming calls for service from customers from a remote support location, delivering services to international customers. To manage and coordinate the call dispatch to local partners in additions to global Support Center to ensure SLA achievement, using all relevant internal call logging tools.

ESSENTIAL JOB FUNCTIONS:
•Answer all incoming calls or customer emails reporting a support issue, determine the caller’s needs, and route the call to the appropriate local partner or L2/L3 technical expert for diagnosis purpose and action, detailsing the case in internal tool.
•Responsible for escalating cases appropriately to L3 support
•Answer all requests for action made by Support Center. Coordinate both emergency and non-emergency response to calls for service and manage those responses ticketing tool.
•Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed.
•Coordinate spares parts dispatch with local partner / Customer / logistic center
•Ensure constant up to date reporting about status of all calls through the relevant tools
•Manage local buffer stock refill process with logistic team
•Assist customer service with escalated request in a timely fashion.
•Forward list of parts used by technicians / local partner
•Follow up on all pending and recommended work with customer utilizing the pending work dashboard
•Assist field personnel with completing scheduled appointments within designated time frames and ensure that management is kept informed of potential problems

Requirements

•Knowledge of SUN Solaris, HP and understanding of SUN and HP technologies (hardware), preferred
•Ability to work in shifts
•One or more years of experience working in a fast-paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction required.
•Very good knowledgle of english
•High self-drive and confidence, coordination skills
•Good problem solving skills and analytical skills
•Ability to build and maintain relationship with customers/clients /partner

Offer

•Stable job in international company
•Attractive salary
•Dynamic and innivative work environment

Jak składać oferty pracy

« powrót na stronę główną
Jeżeli ta oferta pracy nie jest zgodna z regulaminem, powiadom nas!   
Poleć znajomemu

Opublikowana 2014-08-29
Wyświetlona: 5246 razy