Job Summary

The Senior Analyst-Help Desk is the expert for all applications, hardware, and processes specific to each client supported. He/she is involved in production work and quality assurance processes performed in English and other foreign languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction. Participates in work quality control processes

Key Responsibilities

 Interaction Handling: Provide comprehensive support services, to support center customers within the Service Level Agreements; Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence; Use all available Knowledge Management Tools during the call; Take all necessary steps to ensure customer satisfaction. Interaction Logging: Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components; Confirm and update customer profile information as needed. Escalation: Act as first point of escalation for the Analyst-Help Desk and be knowledgeable on client specific work flow. Open/ Resolved Cases Handling: Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. Knowledge update: Maintain technical proficiency in all hardware and applications utilized by clients supported Assist the Supervisor in the mentoring of Analyst-Help Desk. Quality assurance: Perform case documentation Quality Checks as directed by Supervisors and Group Operations Manager

Skill Requirements

Language skills: Very good written and spoken command of English. Very good written and spoken command of one or more foreign languages different than English on B2 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage. Technical and Soft Skills: Profound Job knowledge Quality of work: Quality orientation; Attention to detail; Result orientation. Productivity: Time management; Personal productivity; Following processes and procedures according to the work standards Excellent communication – verbal and written. Decision making Problem solving skills.

Other Requirements

None

Job Description : Principal Responsibilities:\\\\r\\\\nInteraction Handling:\\\\r\\\\nProvide comprehensive support services, to support center customers within the Service Level Agreements;\\\\r\\\\nTake all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence;\\\\r\\\\nUse all available Knowledge Management Tools during the call; Take all necessary steps to ensure customer satisfaction.\\\\r\\\\n \\\\r\\\\nInteraction Logging:\\\\r\\\\nCreate and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components;\\\\r\\\\nConfirm and update customer profile information as needed.\\\\r\\\\n \\\\r\\\\nEscalation: Act as first point of escalation for the Analyst-Help Desk and be knowledgeable on client specific work flow.\\\\r\\\\nOpen/ Resolved Cases Handling: Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers.\\\\r\\\\nKnowledge update:\\\\r\\\\nMaintain technical proficiency in all hardware and applications utilized by clients supported\\\\r\\\\nAssist the Supervisor in the mentoring of Analyst-Help Desk.\\\\r\\\\nQuality assurance: Perform case documentation Quality Checks as directed by Supervisors and Group Operations Manager\\\\r\\\\n\\\\r\\\\nJob Requirements:\\\\r\\\\nLanguage skills:\\\\r\\\\nVery good written and spoken command of English.\\\\r\\\\nVery good written and spoken command of one or more foreign languages different than English on B2 or above level as per the Common European Framework of Reference for Languages, will be considered an advantage.\\\\r\\\\nTechnical and Soft Skills:\\\\r\\\\nProfound Job knowledge\\\\r\\\\nQuality of work: Quality orientation; Attention to detail; Result orientation.\\\\r\\\\nProductivity: Time management; Personal productivity; Following processes and procedures according to the work standards\\\\r\\\\nExcellent communication – verbal and written.\\\\r\\\\nDecision making\\\\r\\\\nProblem solving skills.