About this opportunity
We are now looking for a Call Center Agent to manage Software Support.
The Call Center Agent is responsible to manage, configure and administrate tools, performance reporting and to support process management and contract management admin.
In this role you will be the main entry point for all Emergency Customer Service Requests (tickets) and the responsibilities include to perform initial contract validation, set-up communication channels, build the tickets, engage Emergency Recovery Center, initiate the first emergency notification, assist with remote access, and provide language assistance.
What you will do
Ensure all incidents, requests and issues are resolved or triaged and escalated to the correct teams for resolution.
Manage, configure, administrate tools and perform data administration on local level.
Manage performance reporting and assists local Customer Support organization in monitoring of ticket’s progress.
Handle customer Emergency requests professionally.
Support process management ensuring adherence to Customer Support processes
You will bring
Bachelor’s Degree
English: Good communication skills in verbal and written
Good listening, verbal, and written communication skills.
Good customer management.
Strong customer interaction skills over the phone
Proficient in relevant computer applications.
Excellent data entry and typing skills
Good decision-making ability
Process oriented
Independent, Self-disciplined skills
Knowledge retention
Working well even under pressure
Ability to handle stressful situation appropriately.
Availability to work in 4x3 shifts (the department operates in a 24/7 shift structure)