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Urgent! Analista de servicio técnico Job Opening In Barranquilla – Now Hiring Auxis

Analista de servicio técnico



Job description

Resumen de la posición

Resumen de la posición: El Analista de Retail Nivel I es el primer punto de contacto para los usuarios que llaman a nuestro Servicio de Atención al Cliente de TI.

El Analista de Retail Nivel I responde a las llamadas entrantes, registra toda la información en un sistema de seguimiento de llamadas, soluciona problemas básicos de usuarios finales en diversas aplicaciones de software, hardware, sistemas de punto de venta y proporciona soporte básico de escritorio.

El Analista de Retail Nivel I escala los problemas, solicitudes o incidencias no resueltas a los equipos de soporte de Nivel 2 y Nivel 3 adecuados.

  • Gestión de Incidencias/Solicitudes/Problemas/Conocimiento.

  • Realizar la gestión de colas de Incidencias y Solicitudes para los clientes de Auxis y asignar los tickets según corresponda.

  • Proporcionar contacto de primer nivel, comunicar las soluciones a los problemas de los clientes y hacer seguimiento.

  • Escalar correctamente las consultas no resueltas al siguiente nivel de soporte.

  • Utilizar excelentes habilidades de servicio al cliente y superar las expectativas de los clientes.

  • Asegurar un registro, documentación y cierre adecuados.

  • Recomendar modificaciones o mejoras en los procedimientos.

  • Adquirir y mantener conocimientos sobre la oferta de productos relevantes, políticas de soporte actuales y métodos de entrega de soporte, para proporcionar soluciones técnicamente precisas a los usuarios.

  • Otras tareas y responsabilidades relacionadas según lo indique el Líder del Equipo de Soporte de Servicio de Auxis o su designado.

  • Responsabilidades adicionales incluyen:
  • Cumplir y adherirse a los procesos operativos y políticas de seguridad de Auxis.

  • Uso de herramientas de gestión de servicios de Auxis para la gestión de Incidencias, Problemas, Cambios y Configuración.

  • Uso de herramientas de monitoreo y gestión de Auxis para dispositivos y aplicaciones de infraestructura.

  • Asistir a todas las reuniones programadas relacionadas con operaciones y proyectos (ad-hoc) según sea necesario.

Requisitos

  • 1 año de experiencia en soporte técnico.

    Conocimiento/Capacitación en mejores prácticas o marcos de TI, como ITIL (Biblioteca de Infraestructura de Tecnología de la Información).

  • Diploma de secundaria.

  • Debe poseer excelentes habilidades de comunicación y compromiso.

  • Se prefiere experiencia demostrada en proporcionar altos niveles de satisfacción al cliente y rendimiento en un entorno de alto volumen de transacciones/demanda.

  • Buenas habilidades de presentación y carácter amable, cortés y amigable.

  • Se valoran conocimientos técnicos adicionales: Módulos Cisco CCNA son un plus.

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Required Skill Profession

Aspectos Generales De Rr. Hh.



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