Service desk analyst (technical support tier 1)

The Client Center analyst will be responsible for answering incoming customer calls, utilizing company procedures and knowledge articles to solve customer technical issues, and directing calls to the specific team when necessary. Our Analysts are often the first point of contact for customers around the globe, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions, all in favor to resolve the technical problem the user will have.

JOB OBJECTIVES
• The Analyst must comply and/or surpass the goal set for number of calls taken based on his role. All the calls must be documented on the Bank’s official case management tool.
• The Analyst must comply and/or surpass the goals set for Issue Resolution/Completion, Quality & Assurance and Customer Service during the call.
• The Analyst must troubleshoot to solved in house more than eighty percent of the cases coming thru calls and tickets. In addition, after the analyst exhaust all processes, he should elevate the cases to the respective support group.
• The Analyst must be vigilant to take Calls and/or Chats that are on hold following the process.
• The Analyst must use the Job Aids and assist customers on processes documented.
• The Analyst should maintain awareness of knowledge article and resolution steps posted of client issues with the aid of available tools (e.g., Frequently Ask Questions, Troubleshooting Guides, Knowledge base articles)
• Maintain awareness of reports and services Resolution of client issues with the aid of available tools (e.g., Frequently Ask Questions, Troubleshooting Guides, Knowledge base articles).

Auxiliar, asistencial y otros

Bachillerato universitario

Informática y Computación

Ingeniería de Sistemas

2 años de experiencia

1 Vacante