Job Description

JOB DESCRIPTION: Contributes to ensuring that services are delivered to meet customer business needs and expectations. He/she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liasing with technologists and other agencies to resolve requests/issues in timely fashion. He/she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He/she applies quality processes in performing his tasks.

KEY RESPONSIBILITIES:

• Provides support in English and Spanish Languages
• Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
• Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
• Performing initial level of diagnosis of incidents and resolving them when appropriate
• Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
• Ensuring proper documentation on incidents and/ or requests handled
• Following up on incidents to ensure resolution and customer satisfaction
• Monitoring issues until they are resolved/closed
• Demonstrating good understanding of the customer's business needs and applying them to the management of system events and incidents
• Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and/ or requests.
• Maintains an understanding of customer Servicel Level Agreements
• Develops and maintains product knowledge, business and professional skills by participating/attending CBT and classroom trainings
• Develops and maintains knowledge about the tools, standards and processes used by the project team and the client
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
• Yielding productivity at the same level as client Service Level Agreements

TO QUALIFY:

• University Graduate
• Should have at least 1 year relevant experience
• Fluency in Spanish and English
• Ability to work as a team member
• Ability to work creatively and analytically in a problem solving environment
• Desire to work in an information systems environment
• Good oral and written communication skills
• Flexibility