Curran Daly & Associates
Published
April 12, 2019
Category
IT  
Job Type
Work Experience
2+ years’ experience in a customer support role for an Analyst role proficient in Spanish

Description

Service Support & Operations

  • Deliver first line support within designated geographic zones
  • Provide high-quality, technical support to Orica’s end users and ensure the effective and timely resolution of customer support needs
  • Register customer queries and deliver effective and timely resolution of service requests/incidents
  • Perform customer support activities as directed by the Lead – IT Service Desk
  • Proactive maintenance of outstanding calls for all queues
  • Handle ad-hoc requests for service status or one-time information retrieval
  • Administer service reporting tools, assemble and produce service reports, and manage service reporting distribution lists
  • Identify and record major incidents / problems for escalation to the Lead – IT Service Desk
  • Maintain accurate and complete records of resolution activities for future traceability and analysis
  • Apply consistent customer and service support standards and processes as outlined in the service desk procedures, and in adherence to Service Level Agreements (SLAs)
  • Follow procedures and policies to ensure that high quality service is delivered to customers
  • Review output data from Lead – IT Service Desk to track progress against service desk procedures and SLAs
  • Demonstrate a high level of customer focus with due care and attention to customer priority issues and appropriate levels of customer communications
  • Contribute to the development and updates to the knowledge base to ensure accuracy and currency of information (knowledge articles)
  • Collaborate effectively to ensure team goals are achieved

Key Qualifications

  • Tertiary qualification in IT or business-related discipline
  • 2+ years’ experience in a customer support role for an Analyst role
  • Must be proficient in Spanish and English language
  • Customer-service focused and able to handle challenging customer conversations
  • Demonstrates an analytical and systematic approach to problem solving, with proven troubleshooting and diagnostic skills
  • Investigates, defines and resolves complex problems in a variety of contexts
  • Plans, schedules and monitors work to meet time and quality targets
  • Works autonomously under general direction within a clear framework of accountability
  • Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences
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