French Speeking -Incident Management Executive (Multinational IT)

Job Description

Multinational Corporation; a global technology company leading how the world connects, interacts and transacts with business. assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Applies knowledge of problem routing, tracking and escalation procedures.
• Accepts and routes calls; Gathers problem information and records data in desktop tools
• Monitors incident status and escalates cases that are not resolved in a specific time frame
• Clearly understand the deliverables of managed services for each customer and contribute proactively so as to accomplish goal of customer satisfaction.
• Act as single point of contact for Financial customers with Incident Management Services.
• Take ownership of service request from customers and ensure timely and satisfactory resolution of problems
• Monitor networks for customers
• Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
• Resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards
• Proactively notify customers of all problems within SLA guidelines; Remotely resolve incidents within their capability
• Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
• Position may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 24/7 operations; Position involves prolonged periods of PC and telephone usage