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 toolsMonitors incident status and escalates cases that are not resolved in a specific time frameClearly 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 problemsMonitor networks for customersEnhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approachesResolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standardsProactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capabilityWork with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progressPosition 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

Join Now