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Responsibilities: The process contains the following major steps: •Taking calls on the below mentioned languages of any priorities of CMS Avaya phone skills •Handling emails / webcases , translating them into the appropriate language, depending on customer requirements •Document cases for each incident, handle cases meeting SLAs (customer requirements), follow up case status •Troubleshooting IT problems according to the SOPs and previous trainings •Sharing knowledge case with the team •Creating SOPs •Training new associates and cross-training existing associates •Attending training sessions •Administrative work for helpdesk needs •Arranging working schedule with collegues flexibly, according to business needs

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Requirements: •Good PC skills •Problem solving skills •Highly customer oriented behaviour and way of working •Patience, empathy, diligency, preciseness