Our global delivery center is a diverse team, and we are looking for IT engineers and IT enthusiasts to manage our technical support operations and provide first line support with high-quality standard to our Global Clients. Hybrid flexible work models applied on shift rotation on a 24/7 basis.
Responsibilities
- Handle calls, e-mails, webchats, and other contacts within the service level agreement.
- Manage Intelligent Service Center activities through gathering business information from the user, logging properly Incidents and service requests in relevant ticketing tool.
- Diagnose, Troubleshoot, and resolve user issues correctly according to SLA standards and assigning them to appropriate resolving team when necessary.
- Monitor ticketing tool queue.
- Consult high priority issues with Incident Manager.
- Proactive E2E ownership/monitoring.
- Efficient use of tools including automation tools.
What we offer:
- Competitive job offer.
- Growth opportunity.
- Permanent opportunity.
- Amazing office facility.
- Flexible working conditions.
RequirementsQualifications:
- Bachelor of computer science or any relevant studies.
- A minimum of 1 years of relevant Tech support or Offshore contact center experience.
- Outstanding English communication both verbal and non-verbal.
- Good IT knowledge (Operating systems, applications, printers, Microsoft Office / O365) is essential.
- Good IT Service management tools understanding.
- Excellent Problem solving skills.
- ITIL V4 knowledge is advantageous.
- Automation skills are a big plus.