Ubicación
Barranquilla, Atlántico
Descripción completa del empleo
Job Summary:
The Retail Analyst Level I is the first point of contact for the users who call our IT Service Desk. The Retail Analyst Level I answers incoming calls, tracks all information in a call tracking system, Troubleshoots basic End User issues on various software applications, hardware, POS systems and provide basic desktop support. The Retail Analyst Level I escalates unresolved problem/issues/requests to the proper Tier 2 and Tier 3 support teams.
Responsibilities:
- Incident/Request/Problem/Knowledge Management.
- Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate.
- Provide first-level contact,
convey resolutions to customer issues and follow up.
- Properly escalate unresolved queries to the next level of support.
- Utilize excellent customer service skills and exceed customers' expectations.
- Ensure proper recording, documentation and closure.
- Recommended procedure modifications or improvements.
- Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
- Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s).
- Additional responsibilities include:
- Comply and adhere to Auxis operational processes and security policies.
- Use of Auxis Service management tools for Incident, Problem, Change and Configuration management.
- Use of Auxis monitoring and management tools for the devices and infrastructure applications.
- Attend all operational and project (ad-hoc) related scheduled meetings as required.
Skills and Experience:
- English – Spanish Language (Oral and writing 85 % or higher),
(B2+ or above).
- None experience or at least 1 year of Technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
- The resource will adjust its schedule based on the account needs.
- High School diploma.
- Must possess excellent communication skills and involvement.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Good presentation and a polite, tactful and friendly character.
- Nice to have Technical Proficiencies:
- Cisco CCNA Modules.
About Auxis:
We need to replace the L1s that will be promoted to L2 because we are moving 3 L2s to Hypercare
