Detalii loc de munca

Support Engineer - Queue Tracker

Angajeaza Premium Talent
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Nivelul carierei
Middle (2-5 ani), Senior (5-10 ani)
Tip job
Full time
Job remote (activitatea se desfășoară de la domiciliu / telemuncă)
Limbi vorbite
Engleză - Avansat
* toate limbile sunt obligatorii
Posturi disponibile
1

For our client, the largest American software producer in the world, we are looking for a Support engineer with Queue Management responsibilities who has/is:

  • Proven experience in handling high-pressure situations;
  • Advanced skills in Office Package (Outlook and Excel);
  • Experience in customer support;
  • Comfortable with ambiguity and change;
  • Managing cross-team collaboration and communication;
  • Able to work through conflicting priorities and manage time efficiently.

Responsibilities:

  • Monitoring incoming volumes and triage service requests to appropriate owners, based on their skills and on the business priorities, taking customers’ needs and other urgencies into consideration;
  • Managing stakeholders’ escalations and setting expectations;
  • Supporting engineers with case-related operational activities such as engaging other teams;
  • Being the point of contact regarding supportability and team availability for collaborations;
  • Scheduling engineers based on availability and incoming volumes;
  • Participating in training and ensuring focus on continuous development;
  • Ensuring all team-related processes are maintained up to date and sharing feedback on tool improvement opportunities;
  • Managing cross-team collaboration and communication.

Additional details:

Contract - 18 months;

Schedule - business hours (Monday to Friday, 9-18);

No: PR/021115