Call Center Agent

Call Center Agent

TechSource Solutions LLC
3-5 years
Not Specified

Job Description

Essential Duties and Responsibilities of CCA (Call Center Agents)
1. Provide exceptional and professional customer service to clients.
2. Act as a single point of contact for support service Users and customers reporting issues, requesting information, access, or other IT services.
3. Ensure to maintain a high degree of customer service for all support queries and adhere to all service management principles.
4. Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation, Communicate and Respond professionally.
5. Deliver customer service through multiple channels including human, digital, self-service, and automated.
6. Answer incoming support inquiries via phone, email, and web
7. Ensure all service requests and incidents are successfully and accurately recorded and managed in the Service Desk ITSM tool.
8. Provide basic support and troubleshoot issues, such as password resets, desktop and back-up job, tape media and quick fix instructions.
9. Receive and handle requests for service and incidents, log incidents and service requests and Changes in the Service Desk Tool.
10. Identify and classify incident types and service interruptions and prioritize
11. Record incidents cataloging them by symptom and resolution
12. Monitor and escalate incidents and service requests
13. Promptly acknowledge and notify Customer ‘ACR’ (including SAM\AM) of systems or equipment failures, or of an emergency, according to the Procedures Manual
14. Escalate unresolved calls to the infrastructure support team
15. Check for unresolved tickets, ensure that all tickets are transferred to the right resolver groups and followed-up timely until closure.
16. Maintain records, inform Customers\ Users about the process and advises relevant persons of actions taken.
17. Perform daily checks to ensure scheduled and routine tasks have been completed.
18. Communicate updates (service announcements) and publish maintenance notifications.
19. Effectively manage length of calls/handle time.
20. Work on a rotation schedule covering service hours. Occasional work outside of these hours will be required to meet the needs of the business.
21. Prompt Self Service, guide customers, End users on how to utilize the Service Desk Tool to log incidents/requests and track their status.
22. Promote teamwork and contact center success.
Customer & Services:
1. Have good understanding on the customer, their services, business they do (industry) and day to day scheduled tasks for operational effectiveness
2. Communicates and Responds Professionally
3. Understand customer requirements and manages call resolution by timely follow ups with all internal teams
Monitoring & Call Handling:
1. Effectively monitor alerts and recommend ways to fine tune them for proactively identifying failures
2. Responding to calls in timely manner and capturing all the details about the report incident/request and document them in the ITSM tool
3. Get familiar on various services offered and associated SKU’s to better understand and support call resolution within SLA to increase the effectiveness in Service Delivery
1. Know the details of every customer and their services for better support resolution
2. Achieve close to 100% uptime, ensure to monitor and follow consistent incident/request and change management procedures with an immediate response to any outage
3. Work collaboratively with other members of the team to achieve firm goals
4. Provide support off-hours and remotely when needed
5. Maintain and improve systems documentation
6. Actively participate in Business Continuity Roles and tasks

GTFS, a leading Business Solutions provider company in the Gulf, was founded in 1997 under the prestigious Bin Zayed Group chaired by Sheikh Khalid Bin Zayed Al Nehayan.

With this strong leadership position and its track record for performance and reliability, GTFS gives its clients, the confidence that their IT requirements are dependably taken care of in the longer run.

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