EYMP Support - EY Global Delivery Services
Buenos Aires, CABA, AR
hace 3 días

Senior Associate with strong technical background in L1 troubleshooting of applications and experience in technology tools.

The position requires a deep interest in understanding the application and how it functions to provide an exception experience to our clients.

Roles & Responsibilities :

  • Respond to emails, tickets and calls of clients for supported applications.
  • Assist clients in resolving technical / functional problems on assigned emails, tickets & phones by providing guidance / troubleshooting regarding the application.
  • Resolves or refers more complex technical problems through a defined escalation process.

  • Follows up with users to ensure that their inquiries are resolved within the agreed time frame.
  • Logs & tracks inquiries, maintains updates and related problem documentation.
  • Identifies, evaluates, and prioritizes client problems and complaints to ensure that inquiries are resolved appropriately.
  • Provides an end of shift report on issues / queries to the Product Lead to highlight areas of concern and updates.
  • Identify and create / update knowledge articles that are needed for the team's usage.
  • Potential escalations from clients need to be informed to the Product Lead.
  • Test new changes in lower environments and document in knowledge articles for potential questions that reach the help desk.
  • Provide reports in excel / ppt based on tasks managed in the help desk.
  • Monitor daily tasks on the help desk to ensure that SLAs are met.
  • Involve in outage management activities to represent the Helpdesk and provide crucial data points relevant to client experience.
  • Qualifications and Educationl requirements :

    Bcom / BCA / B.E / MCA

    Preferred skills :

    Analytical & problems solving skills

    Interpersonal skills to interact with customers and team members

    Organizational skills to prioritize work

    Excellent communication skills (Written & verbal)

    Knowledge on ITIL framework

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