Empleos de front end en Atlántico

Job Role Summary

Responsible for identifying on the ground issues agents at the PSO (Partner Support Operations) are facing and coordinating the resolution with the Customer Success Enablers (L2) teams promoting the continuous improvement of productivity, service quality and customer satisfaction.

Purpose:

Responsible for smooth running of the Project as per the plan laid down for the PSO

Scope - Job Specific:

• Identify the technical issue at PSO and provide instant technical help (basic desktop/thin client troubleshooting of clearing up resources & session re-initiation)
• Provide additional knowledge of the issues to make user understand for self-resolution next time the issue is encountered
• Make PSO agents aware of the self-help (Info Manager) solutions available
• Understand the issue faced, identify potential causes and route the issue to Customer Success Enablers (L2)
• Coordinate with onshore & offshore teams (business & technical teams) from client side as per governance set on issues identified, fixes

Level Guide Statements - General:

Main Responsibilities:

1 Act as an internal point of contact for PSO to help identify and resolve technical issues faced

2 CS champions are the ‘boots on the ground’ onsite with the PSOs to ensure instant support and faster escalations to L2 teams. Will be required to work in shifts (including US hours) to provide effective support to PSO

3 Have general knowledge of tools, systems and platforms used by agents at PSO

4 Act as the bridge between PSO and L2 teams to ensure faster issue identification and resolution

5 Help educate the PSO on self help steps to be taken based on information available to try resolve the issue faster

6 Ensure issues raised to for resolution have the required information and artifacts for the L2 teams to be able to troubleshoot and resolve the issue

7 Share Daily/weekly progress report with PSO on status of issues raised with number of issues resolved and details of the resolution

8 Once issue resolution is confirmed by L2 teams, confirm efficacy of the resolution onsite with PSO, close the ticket after updating the RCA and resolution witnessed, confirm closure with Field Ops Team

9 Provide inputs for developing decision tree on common issues faced by PSO, self-help steps to be taken by PSO, information to be included in AYS (At Your Service) trouble ticket

10 Ensure effective communication between PSO and technical teams, wrt to releases, maintenance activities, etc

11 Participate in team meetings and general inputs in day-to-day improvements

12 The management of emails, phone calls to be done professionally and timely

13 Maintain strong working relationships with internal teams

14 Understand and comprehend Enterprise releases and translate to call centre level of understanding

15 Coordinate with other CS (L1) champions across centers & locations to understand the issue type reported, fixes required across locations and best practices replication

Education Requirements:

Minimum

Bachelor’s degree in any discipline

Preferred

Masters

Professional Certifications:

Min/Preferred

none

Candidate Background: Skills, Knowledge and Abilities:

Min/Preferred

Skills, Knowledge and Abilities

Minimum

Excellent English communication skills by email and phone and experience in interacting with Mid and Sr Mgmnt roles in client organization

Minimum

Ability to work collaboratively with different teams and lead in a fast-changing and flexible environment

Minimum

Will be required to work in shifts (mostly US)

Minimum

Min 3-4 yrs experience in working in a Telecom process (preferably US) is a must

Minimum

Good understanding of the different tools and systems involved in a Telecom Contact Centre environment Eg. IVR, Soft Phones, Cloud, recording tool, CRM, Chat and Email support platforms, differentiate between Dev & related services

Minimum

Prior experience of working in an Individual Contributor role with multiple stakeholders, interacting with leadership, creating reports and presentations to share updates

Minimum

Experience in creating process documents, SOPs, etc using relevant tools

Preferred

Prior working knowledge of G Sheets, G Slides, Gmail and Slack

Preferred

Experience of working with tools like Live Engage, Cisco Jabber, Citrix

Preferred

Understanding of front end, middleware & backend

Preferred

Understanding of BI (Tableau & PowerBI) that will help creating reporting

Preferred

Understanding Monitoring tools for Servers

Preferred

Process and Quality Management experience for a US Telecom Process

Preferred

Candidates who have worked as a Team Lead/Asst Manager in a Client contact centre process – wireless customer care or technical support will be preferred

Job Type: Full-time