发布 May 13, 2022 73 查看
• Field incoming problem tickets from end-users to resolve issues related to the technical behaviour of the Planning Analytics (TM1). Meeting SLA’s and other customer satisfaction targets
• Independently close calls of varying technical difficulty, ensure all calls meet the targets for resolution, escalation, documentation & completion of the call.
• Priorities’ workload to ensure that any action taken is based on the priority of the call
• Escalate support calls when needed, report problems in a timely fashion.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Create documentation such as FAQs, Best Practice guidelines, Internal Tips & Tricks, and Knowledge Base documents
• Within the scope of responsibility offers ideas and assists in problem-solving. Interact proactively within and across functions and actively contributes to teamwork.
What skills and experience do I need?
• Excellent standard of English is required
• High Proficiency in MS Excel, Word & PowerPoint
• Excellent communication and customer service skills
Strategic Solutions (Northern) Ltd
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