L1 Contact center (Support Executive)

Description

We are looking for an L1 Contact center (Support Executive) for a long term project

Locations: Budapest, Hungary
Language- German, English
Start- January, 2022

Job Description:
Call and Incident Handling
• Assist users over the telephone with their self-service tickets
• Handle and document all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in Remedy ticketing tool
• Own the ticket throughout its life cycle and ensures that all relevant information is captured
(as per Quality guidelines), follows up the cases to ensure timely resolution
• Analyze issues/requests and assigns to relevant functional teams
• Perform password reset and user account unlocks in business application as per agreed SLAs
• Effectively communicates with other team members , 2nd and 3rd Level technical teams, end-users to reach SLAs

Ad hoc and general tasks
• Perform daily ticket checks/backlog activities
• Active participation in team meetings
• Perform special projects as per agreement with Project Leader / Project Manager

Knowledge management
• Learn and implement new technologies, tools, processes, and policies
• Documents new technical solutions in knowledge base, suggests improvements to the existing ones
• Documents and shares best practices and with other colleagues
• Attends all training sessions as per the Training Plan
• Actively participates and shares ideas in team meetings, individual feedback sessions

Eligible candidates, please share their resume/CV at

Regards
CosMicIT