THE ROLE:
The Service Desk Agent is a customer facing role on shift rotation part of
Global Support operations team. The Service Desk Agent will be the first point
of contact via email, phone, or Expereo portal for our customers spread across
the globe. The Service Desk Agent will work in shifts and be tasked with
creating Cases for Support and / or Maintenance and pass them on to relevant
Support teams [Case Manager (CM) / Senior Case Manager (SCM)] for further
investigation and action.
THE RESPONSIBILITIES:
Here are how your day-today responsibilities of the role will look like, but
are not limited to:
* First point of contact to answer Customer calls, emails coming to Service Desk within an identified response time.
* Connect & follow-up with Customer and / or internally to fetch customer Order information to create a valid case
* Creating a valid Case / ticket (as per priority) with the understanding of the information provided by the Customer
* Reading the automatically created cases (via Expereo Portal & coming proactively) & passing to CM/SCM
* Process & take action on the Supplier and / or Customer Maintenance communications
* Check & validate the event notifications and redirect Cases to relevant teams
Job requirements**
THE SKILLS AND EXPERIENCE:
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