French - Incident Management Executive (Multinational Large IT/Banking)
Multinational Corporation; a global technology company leading how the world connects, interacts and transacts with business. assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
- Applies knowledge of problem routing, tracking and escalation procedures.
- Accepts and routes calls; Gathers problem information and records data in desktop tools
- Monitors incident status and escalates cases that are not resolved in a specific time frame
- Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction.
- Act as single point of contact for Financial customers with Incident Management Services.
- Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
- Monitor networks for customers
- Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
- Resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
- Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
- Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
- Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage
- A Bachelor degree in commerce, information technology, English literature or relative.
- Fluency in English is a must
- 0-1years of related experience
- Keyboard proficiency and understanding of Windows-based applications
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|Job Category||Banking & Contact Center, Information Technology (IT)|
|Job Level||Entry Level|