Process Specialist (Tech Support)

Panamá
Permanente
Tiempo completo

Hace 9 días

Job Description:OverviewWork cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.· Well versed with Contact Center KPIs· Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).
ResponsibilitiesExperience in Case / ticket management with compliance with SLA and accuracy· Soft skills like communication, flexibility, patience, and problem solving· Understanding on the Order to Activate (02A) process for telecom service providers· Good communication skill in managing the customer's escalation and analytical skill on root cause analysis of the issue
Requirements

Bachelor's degree in any field
MSc/BE/Masters with specialization in IT/Computer Science (desired)
1-2 years of work experience
Experience working in multi-channel delivery projects
Basic level skills in Microsoft office and Telecom
Basic level skills in tools and techniques, domain knowledge, process orientation, quality orientation, project management, change management, and omni channel service skills.

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