компания "dbi" responsibilities: answer incoming customer calls into the tier 1 help desk. create, update, and close customer tickets in jira, servicenow ticketing portal for every call answered and according to defined ticket compliance requirements. ask probing questions, listen, and record data capture details and actions performed in all customer tickets. ensure problem ownership, escalate issues through proper channels. provide reassurance to end users when delivering solutions and diagnosing issues. advise management of potential risks that may have impact on customer base and operating environment. hours & schedule bsd support center operates 24/7. there are 12-hour shifts, working hours: 12 – 24 – 12 – 48. requirements: knowledge of english at the intermediate level or higher to communicate with customers. associates degree preferred. relevant and significant industry experience may provide as a substitute for the education requirement. experience of work in helpdesk and crm systems will be advantage, same as knowledge of itil: problem, incident и change management processes.
Адрес
Ростов-на-Дону