Take calls from global customer and provide the right response, positively, professionally and achieve customer delight.
2.
3 years of call taking experience 3.
Good communication skills ? English and French.
4.
Service Now Knowledge will be an advantage.
5.
Take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution with end user through call medium of support or route to the appropriate resolution Group.
6.
Handles problems and issues that the first tier(s) of servicedesk support is unable to resolve.
7.
Interact with several RG?s to restore service and/or identify and correct core problem.
8.
Must be open to feedback 9.
Should have knowledge on Incident management and service request handling 10.
Build relationship/trust with agents so that they are comfortable approaching them for resolution of customer issues 11.
Follow best practice ticket management processes, i.e.
ensuring tickets owned are handled and updated as per process and every effort is made to make service level.
12.
Experience working within a VDI, virtual desktop environment 13.
Experience on ITSM 14.
Ability to Identify Opportunity and Implement Process Improvements UbiqueSystems France Expérience souhaitée
