Job Description
- Provide 1st level support for French or Spanish speaking customers. English also required
- Respond to user requests by telephone/email/chat/Service Management tool (Global Service Now) in a professional manner, to ensure users receive a timely service and Service Levels are met
- Obtain initial call information and create service records in Service Management tool
- To maintain balance between the qualitative and quantitative aspects of own work
- Ability to plan, schedule and monitor own work within a limited time horizon
- To improve own performance in a rapidly changing environment (constantly increasing complexity and volume of tasks, necessity of continuous training)
- Carrying out “FCR” (First Call Resolution) on Incident tickets following the agreed work instructions.
- Within the operating guidelines decides which Incident tickets to escalate
- Monitor progress of requests for supp...