Job expirat
• Receiving contacts (chats, self-service generated tickets), first-line user liaison;
• Identification and authentication of the user, recording of incomplete or incorrect user data;
• Opening of an incident/request ticket with clear description in English in the ticketing tool;
• Classifying and making an initial assessment of incidents/service requests;
• Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error;
• Route all Global Service Desk non solvable incidents/service requests to the appropriate second level workgroup, based on agreed service levels;
• Keeping users informed on how to get updates on request status and progress via self service;
• Call-back function for 2nd level tickets, because of language;
• Knowledge of standard office applications such as MS Office, operating system Windows 7, Windows 8, Lotus Notes and specific client applications;
• Performing in international software support delivery processes and environments;
• Employing client‘s standard support delivery methodologies and tools;
• Maintaining highest client satisfaction;
• Applying problem solving techniques;
• Analyzing problems/situations, understanding problem impact on client business;
• Interacting with client functions consistently until problem solution.
English plus French/Portuguese/Spanish fluent (written and spoken);
• Problem solver orientation;
• Excellent communication and listening skills;
• Team player;
• Very good analytical skills;
• Eagerness/willingness to learn;
• Fast learner;
• Ability to perform under pressure;
• Ability to multi-task;
• Willingness to travel;
• Ability to work in 24/7 shifts .
Skills, Knowledge & Experience:
• Excellent analytic know-how for complex incidents;
• Customer facing experience;
• Telephone skills with good voice tone and pitch articulation and overall speech quality;
• Customer focus;
• Positive attitude;
• General understanding of IT tools and processes;
• Strong communication and teamwork skills;
• Ability to learn and apply new technology and methodologies in a distributed environment;
• Ability to solve problems quickly and completely.
Do you want to be part of an international team, with a dynamic work environment, more than 4,000 employees across the world, professionalism, commitment to technical excellence and client service?
Founded in 1993 and listed on the Swiss Stock Exchange, Temenos Group AG is the market leading provider of banking software systems to retail, corporate, universal, private, Islamic and microfinance & community banks. Headquartered in Geneva with 64 offices worldwide, Temenos serves over 1,200 financial institutions in more than 125 countries across the world.
For more information please visit www.temenos.com.
