I am currently working as "Help Desk Specialist" My job duties are :
• Facilitate and provide a high level of service and support in an inbound call centre environment to Call Centre and Retail agents with Help Desk related calls such as port requests, troubleshooting, billing disputes…etc.
• Work with Call Centre and Retail agents to ensure that all of their issues are resolved using the tools provided to you and by interfacing with other departments and vendors
• Accurately and efficiently support Call Centre and Retail agents in resolving customer issues which include but are not limited to troubleshooting wireless services, wireless handsets, data devices, etc.
• Assess and validate all wide-spread issues and act as liaison between departments to coordinate immediate resolution
• Work with CRM to validate, create and escalate Service Request tickets for timely resolution
• Ensure issues are escalated to the appropriate departments in a timely manner
• Participate in team meetings and on-going training sessions
• Adhere to Customer Care department policies, procedures and standards
• Other duties as requested by the Team Lead or Manager.
• Facilitate and provide a high level of service and support in an inbound call centre environment to Call Centre and Retail agents with Help Desk related calls such as port requests, troubleshooting, billing disputes…etc.
• Work with Call Centre and Retail agents to ensure that all of their issues are resolved using the tools provided to you and by interfacing with other departments and vendors
• Accurately and efficiently support Call Centre and Retail agents in resolving customer issues which include but are not limited to troubleshooting wireless services, wireless handsets, data devices, etc.
• Assess and validate all wide-spread issues and act as liaison between departments to coordinate immediate resolution
• Work with CRM to validate, create and escalate Service Request tickets for timely resolution
• Ensure issues are escalated to the appropriate departments in a timely manner
• Participate in team meetings and on-going training sessions
• Adhere to Customer Care department policies, procedures and standards
• Other duties as requested by the Team Lead or Manager.