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Talentvis Singapore Pte Ltd

4.3
Website: http://www.talentvis.com Country: Singapore Sector: Consulting Size:

Customer Experience Specialist - Contract

  • Bachelor's degree, preferably in related field preferred or equivalent work experience. 
  • Minimum 5 years of experience in software related customer service/contact center operations and technical support role.
  • In-depth knowledge of software systems such as Zendesk, JIRA or other industry standard service management tools/ticketing system. 
  • Good knowledge of HTML, XML, JavaScript or CSS experience.
  • Good understanding of cloud technologies, SaaS concepts and shell scripting.
  • Good understanding of ITIL and extensive experience working in an ITIL environment.
  • Knowledge of contact center operations and technologies desirable.
  • Experience with other contact center products preferred.

Responsibilities

  • Monitor service management tools/ticketing system and administration (e.g. create business rules, triggers, integrations etc); and proactively manage the day-to-day issues raised by Customer Experience users.
  • Track the progress of resolution and provide regular updates for follow-up actions and incident status; and proactively keep users informed throughout all stages of all processes by phone, email and instant messenger.
  • Determine the actions required to resolve operational/product problems, escalating as required to minimize the impact to individual users and the organization.
  • Document troubleshooting methodology, information, analyzes facts/conditions regarding the reported issue, and create coaching materials/technical materials.
  • Document reported problems and corresponding solutions in short and clear articles within the company knowledge base.
  • Proactively create knowledge base articles, process documents and share within the team.
  • Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents.
  • Coordinate planned changes by engaging and communicating with users and liaising with various internal teams.
  • Constantly review ticket backlog to ensure they are kept to a minimum and take necessary actions to seek resolution of user issues to achieve high levels of customer satisfaction.
  • Work with internal teams to ensure issues are actioned and communicated in a timely manner, including service outages/escalated issues and opportunities.
  • Proactively monitor supported systems and environments to ensure they are operational and performant; and perform all required operational maintenance and troubleshooting of supported systems.
  • Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environments.
  • Contribute to the team workload by accomplishing related tasks to achieve key results as required.
  • Assist in the deployment and upgrading of application stack into non-production and production environments; troubleshoot and resolve problems with the deployment and operation of environments.
  • Lead or participate in management of incidents, requests and problems, request fulfillment and problem resolution and escalation activities, and perform root cause analysis.

Requirements

Lee Beng Choon (Li Mingchun) | R1981718
Talentvis Pte. Ltd | EA License: 04C3537

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