Client Technology Representative I-(220000H8)
With direct supervision provides entry level, Level 1 technical support for applications and infrastructure services for CWT clients.
Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.
Provides timely responses to first level technical issues via phone calls and emails
Manages client inquiries and accurately documents incidents via online case management tool
Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively
Performs testing to ensure that solution was successful
Responds to client inquiries within SLA targets
Escalates more complex issues to 2nd level support
Assist travelers with queries on online booking tools / customer travel profile.
Handle both calls, e-mails and self-service tickets involving technical troubleshooting for issues pertaining to online booking tools and travel profile set ups.
Ensure that calls, e-mails and self-service tickets are handled with sensitive approach towards SLA.
Ensure that "First Call Resolution" (FCR), is provided or proper vendor escalation protocol is followed.
Ensure that tickets are logged on Service Now, for all interactions.
Provide and maintain a high level of Customer Satisfaction.
Ensure that Proper handling is done on issues especially break fix concerns till the issue is closed (Ownership).
Adherence to accurate Service Now ticket log procedure
Adherence to Service Now and CXP Mail Management process
Ensure team and effective communication is displayed all times (High on Voice Capabilities)
Ensure that Key performance indicators like; quality / AHT are achieved consistently
Ensure that the traveler is provided resolution in minimum possible time by coordinating with concerned departments
Ensure expected login hours delivered on daily basis
One should foster ethical environment and respect company policies
Good communication skills, both written and verbal
Skill development ability for delivery of IT support including business software applications
Ability to ask open-ended questions and active listening
Ability to perform basic troubleshooting
Strong customer service skills
Ability to work in a global, multicultural environment
Flexible to work in rotational shifts