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Service Desk L2 - Voice Support
Roles and Responsibilities
To maintain high efficiency in handling escalated calls from L1 team.
To resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
To ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases
To update worklogs and follow shift for escalation process and process compliance
Technical and Professional Expertise
Excellent Communication with International Voice Support experience
Hands on experience in Mobility related Application & Desktop/General system related issues
Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues
Experience in Team Handling
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Karriere Stellenangebote Stellenbeschreibung Service Desk L2 - Voice Support
