DESKRIPSI PEKERJAAN
Accept open cases assigned by Queue Manager.
Manage assigned open cases, ensuring customer resolution within SLA by providing timely responses and updates.
Maintain accurate and complete case data and comments at all times.
Use predefined and unique responses for call home alerts and troubleshoot complex issues as they arise.
Utilize Remote and Diagnostics tools for basic troubleshooting assistance.
Follow predefined tasks and processes within the platform's case management framework.
Coordinate and dispatch Field Engineers for Remote Hands Requests, ensuring comprehensive task details.
Effectively coordinate support activities with subcontracted vendors.
Order and dispatch parts from designated resources as needed.
Understand the Escalation Process based on case severity.
Communicate professionally and accurately internally and externally.
Collaborate with L2, L3, and SME support to drive cases to closure.
Mentor and assist in developing Technical Assistance and new employees.
Operate with a critical thinking mindset.
Maintain regular attendance and punctuality.
Provide support to UK/US-based customers.
REQUIREMENT
Diploma/Degree in any field.
2-5 years of experience in customer service, preferably in service desk or technical support roles.
Excellent spoken and written English communication skills.
Strong interpersonal skills with the ability to understand customer inquiries.
Proficiency in handling computer systems, technology, and call center telephony.
Good judgment, stress tolerance, and adaptability.
Accurate data entry and typing skills.
Professional demeanor in handling customer interactions.
Positive, passionate, and collaborative attitude.
Target-driven with the ability to meet deadlines and improve processes.
Available to start immediately.
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Staff
