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- Answering phone calls in the mentioned languages, on a priority established by the team leader;
- Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
- Troubleshooting IT problems (incidents) according to the Standard Operating Procedures (SOP) and process trainings;
- Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
- Sharing with all team members any knowledge obtained through end-user or resolver interactions
- Attending training sessions;
- Arranging working schedule with colleagues flexibly, according to business needs.
- Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
- Providing assistance to new colleagues whenever possible;
- Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;