Role OverviewThis job is responsible for providing support to address and resolve technical issues and reduce impacts from unplanned events in the environment. Key responsibilities include interpreting, evaluating, troubleshooting, and resolving hardware and software issues by telephone or chat for a global workforce.
What You Will Do
Supports the resolution of the day-to-day common technology related incidents for the bank's global workforce, categorizes, prioritizes, and resolves incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses.
Why It Might Be a Fit
Meets individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction, supports strategies to improve service quality and call center performance.
Requirements
- Active Listening
- Oral Communications
- Production Support
- Technical Troubleshooting
- Written Communications
- Attention to Detail
- Critical Thinking
- Customer and Client Focus
- Issue Management
- Problem Solving
- Adaptability
- Analytical Thinking
- Emotional Intelligence
- Research
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