Greetings from DXC Technology,
Hiring for Remote Desktop support for L2/L3 engineers
Interview Date: 19th Dec'19
The analyst will need to handle escalated/unresolved/complex cases.
*This profile involves calling users to resolve these complex escalated issues via Remote Desktop Takeover.
* Willingness to work in a 24 X 7 environment is a mandate, interested to work in voice process
*Strong and proven technical track record in customer support areas like consumer / commercial / value / managed services product support
* Preferably prior experience of training groups of agents or mentoring on technical issues
* Monitor tickets bins of all agents
* Is able to handle elevation calls with excellent communication skills
* A forerunner of ideas
* Owner for the quality model deliverable
* Performs daily / weekly / monthly ticket audits
* Assists in making the kB more robust.
* Analysis of 1st level data RCA findings and assists implementation of short term and long term improvement
* Assists the Team Leader in developing and implementing SLA performance improvement / enhancement plans
Feel free to contact US!