Cerinte
We are looking for new colleagues to join our growing team, located in Brasov, Romania.
-Works incident tickets based on complexity, skill and customer SLA.
-Is responsible to ensure customer tickets are addressed within established SLA’s or in the absence of a specific SLA, within the GO OLA’s (internal operating targets for performance).
-Operational teamwork is critical to success..
-Is responsible to ensure customer tickets are addressed within established SLA’s or in the absence of a specific SLA, within the GO OLA’s (internal operating targets for performance).
-Operational teamwork is critical to success.
Responsabilitati
The objective is always to deliver a fix or workaround within the customer’s SLA via effective methods including:
- Teamwork and collaboration, accessing specialist and expert technical support
- Analysts and specialists share technical expertise, customer-handling experience, and regional/global business process expertise with other team members
- Collaboration within the Customer Layer team to rapidly solve customer issues is encouraged.
- Search KM for solutions
- Use Circuit chat for questions and advice
- If Customer Layer team consultation and existing tools do not result in a timely workaround or fix, will escalate/route ticket to the L2 for support. Any escalation must contain the minimum required information by L2 work instruction/Partner Guideline according to the process in place.
Alte informatii
Social Skills:
➢ Very good communication abilities.
➢ Team spirit; Proactive and flexible; Customer oriented.
Foreign Languages:
➢ Excellent English skills.
Availabity to work on shifts (evenings&weekends) under the US time zone