We are an independent technology and management consulting firm dedicated to driving business transformation & innovation for clients on an international level. Our expert solutions focus on Strategy & Change, Information System & Digital, Telecoms, Life Sciences and Engineering. We constantly meet and exceed our 850+ worldwide clients’ expectations – this is made possible by an international team of more than 6,000 people, working together from 80 offices in 55 countries. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential.
Your Role
We are expanding our international team of Customer Operations who
is supporting customers from financial (banks, government
institutions and broker houses), commodity and energy sectors. We
are looking for someone excited to help customers from a technical
and data perspective and are passionate about communication to join
our team in Eastern Europe.
Responsibilities:
Respond to customers’ enquiries relating to data, product
functionality and simple technical issues.
Resolving as many queries as possible on the first interaction.
Front owner for the cases coming from the customers, doing the
follow-up of the tickets during their lifecycle and responsible of
the involvement of other groups like 2nd level support.
Analyze the information about the user’s issue, collect as much
information as possible (computer name, screen name or report name,
error or warning message displayed on the screen, any files, screen
shots). Logging and classifying all calls and requests for
assistance from customers.
Keep ownership of the ticket till the issue is completely solved
and / or verify that suggested solutions effectively resolve the
users' problems through verbal or email follow up. Update
tickets with appropriate journal entries of activities and closes
tickets with resolution entered upon completion of the job.
Deploy troubleshooting methods such as verifying physical layer
issues, resolving username and password problems,
uninstalling/reinstalling basic software applications, verification
of proper hardware and software set up, and assistance with
navigating around application menus.
Communicate with the customer by email and/or telephone following
the SLAs agreed.
Identify and escalate problems affecting a number of customers or
influencing the timely resolution of one customer’s inquiry. This
would include escalations to the team leader and other , sales, or
resolver groups as appropriate.
Recognize and escalate recurring problems, inferior processes or
outdated procedures.
Accept additional projects or areas of responsibility that will
improve the team’s performance.
Teaching or instructing customers regarding software or hardware
functionality
