An international IT company is hiring for a Global Support role.
The purposes of this position is to manage all incoming calls for service from customers from a remote support location and delivering services to international customers. To manage and coordinate the call dispatch to local partners in additions to global Support Center to ensure SLA achievement, using all relevant internal call logging tools. If you are looking for a challenging and very rewarding role in international company, then this is a great opportunity.
‐Answer all incoming calls (within 5 rings) or customer emails reporting a support issue, determine the caller’s needs, and route the call to the appropriate local partner or L2/L3 technical expert for diagnosis purpose and action, detailing the case in internal tool
‐Responsible for escalating cases appropriately to L3 support
‐Answer all requests for action made by Support Center
‐Coordinate both emergency and non-emergency response to calls for service and manage those responses through ticketing tool
‐Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed
‐Coordinate spares parts dispatch with local partner/Customer/logistic center
‐Experience working in a fast-paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction
‐Pleasant telephone manner and proven ability to promote a positive company image on a consistent basis
‐Ability to build and maintain relationship with customers/clients /partner
‐Excellent verbal, written and interpersonal communication skills