Job Objective:
Support to Cequens customer’s authorized contacts providing Service Desk functionalities (Service Request Management, Incident Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo, Partner, Affiliate, 3rd Party Supplier) and other ad-hoc tasks as dictated by business needs.
Job Responsibilities:
· Incident and Request Management
· Knowledge Management
· Service Level Management
· World Class Customer Service
· System Monitoring
Job Duties
· Receive requests/incidents via managing different communication channels [JIRA, Email and Phone]
· Act as Single Point Of Contact with 24/7 Support
· Validate requests/incidents to ensure high quality details submitted to next level of support
· Acknowledge requests/incidents within agreed Response Time
· Identify Requests/Incidents and submit to correct support group
· Manage resolutions received from next level of support ensuring clear and high quality communications back to customer
· Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups
· Know how to get the most updated information and refer to correct documents
· Make sure to always be up to date with all the changes in different processes/procedures as they occur
· Follow up on open incidents/requests according to the agreed milestones
· Make sure of contacting correct and relevant Point of Escalation
· Realize the difference between Wholesale and Enterprise customers and the required level of customer service for key account contacts
· Understand impact of any small mistake and cost implications (e.g. Penalties)
· Provide best quality to our customers and show the value added of having our service]
· Monitoring all system/traffic behavior for any irregularity occurrence
Requirements