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Trizma is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.
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KEY AREA OF RESPONSIBILITY:
- The position will provide support to NCR’s technical field technicians, authorized contractors, and business partners. Support will include problem identification, isolation using diagnostic tools, status analysis, and knowledge articles. Presents and gains agreement on possible resolutions.
- Utilize Knowledge systems as appropriate to identify solutions to known problems. Responsible for ensuring that solutions provided are successful. Customize and provide relevant business data for knowledge articles. Prepares standard reports.
- Be able to confidently provide useful knowledge articles to technicians after interpreting CE description of the problem, talk CE through the use of diagnostic tools, status analysis, and come to an agreement on the course of action.
- When no known solution can be identified, escalates current caller to field specialists, Subject Matter Experts. Works closely with spoke subject matter experts to develop articles to cover discovered gaps. In addition, develops continuous improvement culture by looking for opportunities to improve current knowledge articles, and detect obsolete articles for removal.
- Answer incoming phone calls from field technicians, including NCR CE’s, authorized contractors, and business service partners. This environment will include shift work, nights and weekends, holidays depending on incoming volume and the needs of the business. 7/24 operations.
- Active participation in project teams. Conducts project team meetings, owns meeting action items assigned.
- Draw from a large pool of diverse resources for information. Develop new approaches for situations in which standard approaches do not apply.
- Working in a relatively stressful environment, be the calming influence to eliminate customer, technician drama in order to properly resolve product issues.
NEEDED QUALIFICATIONS:
- Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS installation, connection equipment and networking, web environment or similar
- Experience in database management or similar IT job roles is desirable
- Strong written and oral English language communication skills
- Strong analytical and troubleshooting skills
- Strong self-motivation
- Strong team-orientation
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