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Trizma is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.
KEY AREA OF RESPONSIBILITY
Position works in Technical Assistance Center environment supporting NCR's customers and their analysts in providing problem resolution for NCR products and services and other related products and equipment
Position’s primary responsibility is to perform Level 2 technical troubleshooting of supported point-of-sale devices and other supported equipment
Working directly with the customer to understand the problem, and/or escalate problem to higher levels
Remotely working and resolving known issues documented in KEBD (Known Errors Data Base) and communicating process and solution with the client
Escalating unknown issues and issues out of scope for Level 3, after initial troubleshooting
Providing technical phone, email, chat and other kind of support on Hospitality, Retail, Financial and/or Cloud NCR supported products, systems and other related software products
Provide accurate solutions to user problems to maximize product or system availability; Taking ownership of service request from customer and ensure timely and satisfactory resolution of problem
Enhancing and developing quality support methods and communication skills through coaching feedback, and other developmental approaches
Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem
Use tools to remotely access customer equipment to diagnose and resolve customer problem
Document, verify and make appropriate corrections to the incident record and customer profile
Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs
Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all mandatory training courses according to provided timelines
Record information into the Incident tracking system; Conduct Incident quality audits and Call Monitoring activities through monitoring tool
Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS installation, connection equipment and networking, web environment or similar
Experience in database management or similar IT job roles is desirable
Strong written and oral French and English language communication skills
Strong analytical and troubleshooting skills
Strong self-motivation
Strong team-orientation
Konkurs je istekao.
M Plus Serbia
Pozdrav od Mplus Serbia tima! Mplus grupa oformljena je od strane evropskih lidera u okviru Business Proces Outsourcing (BPO) industrije. Samim tim, dugogodišnje lokalno poznata Trizma se priključila istoj. Naša mreža okupila je preko poznavaoce preko 30 jezika i saradnike u preko 56 zemalja. Negujemo radnu atmosfteru gde svako može da pokaže ideje i razvija se u smeru svoje vizije. Verujemo u vrednost raznolikosti, kao i učenje kroz deljenje iskustava. Ukoliko govorite i jezike kao što su: engleski,…
"Trenutno sam na poziciji kontakt centar menažera, a počela od korisničke podrške pre malo više od 10 godina. Mplus mi je kroz godine dao prostora za razvoj karijere, to je ono što motiviše mene i ... " Pročitajte celo iskustvo
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