Job Description
Colombia
Job summary
As Support
Services Associate, you'll help local country support organizations with
any issues regarding Ernst & Young's global systems. You'll provide
guidance, coordinate responses and follow up on any problems. You'll be
directly supervised when responding to phone or problem ticket issues.
Responsibilities
- Under direct supervision, respond to customers' global systems support requests, including systems status, and network connectivity
- Working with the team lead and internal subject matter specialists, resolve functional software-related issues, as well as potential hardware or connectivity issues
- Communicate your responses to the customer, to manage expectations of next steps. Share your actions with other team members, documenting them within the problem tracking system and the knowledge management framework
- Follow up on specific inquiries or requests, to satisfy clients, and comply with the agreed customer service level agreement (SLA). Follow escalation procedures and notify the management team of escalation failures
- Work closely with the team lead, and internal subject matter specialists, to continually update issues, resolutions, and ongoing product knowledge transfer
- Participate in projects or special assignments
Knowledge and skills requirements
- Proficient at troubleshooting customer issues
- Ability to reproduce a customer error
- Awareness of new product features, enhancements and defect fixes
- Knowledge of departmental process and procedures within a professional services firm
- Adept at quickly grasping customer issues, and considering potential business impacts. This helps to prioritize according to the standard operating procedure and SLA
- Demonstrated organizational and analytical skills
- Excellent customer service skills, with the ability to communicate well in person, in writing and on the telephone
- Ability to function in a dynamic environment, with sudden changes in schedules and priorities
- Strong interpersonal skills, to interact positively and productively with your global customer base, subject matter specialists and local support/supervisory personnel
- Awareness of when to escalate issues to team lead and/or manager
Experience
- 0-3 years experience in a customer service/support center/call center role
- Background with PeopleSoft, and a support center call tracking system, is beneficial
Education
- Associate's degree in Computer Science, Accounting or Finance/Economics, or equivalent related work experience
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