Role and Responsibilities:
The TCS Agent will work on monitoring application and proactively act on any interruption of the service we offer. Will be responsible for handling customer technical issues registered via phone, email and ticketing system and should act according to the service SLA.
· Answer customer calls.
· Working with customers/employees to identify application problems and advising on the solution.
Using the required tools to build the report from Database such as (Japer report / crystal report …)
· Manage workload effectively to meet timelines with good quality.
· Logging and keeping records of customer/employee queries.
Update or create self-help documents so customers/employees can try to fix problems themselves)
· Working with field engineers to visit customers/employees if the problem is more serious.
· Evaluation of the systems' problems to recommend enhancements.
· Create Dashboards using the required tools such as (Tableau / Power BI …)
· Dealing with ticketing systems.
· Ticket escalation to the next level of support and follow documented escalation procedures.
· Responding to emails received by TCS.
· Supports incidents reported by users or alarms raised by monitoring tools.
· priorities and manage many open cases at one time.
· Handling Meetings for specific requirements.
· 20% of your time will be spent on projects (new initiatives, process improvement, growth)
Qualifications and Education Requirements:
- Bachelor's degree in Computer Science or related, at minimum.
- Oracle OCA.
- ITIL (Information Technology Infrastructure Library)
Preferred Skills:
- Knowledge of Database and SQL / PostgreSQL / ORACLE / SQL SERVER.
- Understand the DB structure and how to construct a report.
- Good verbal and written communication skills and Proper phone etiquette.
- Good English verbal and written communication skills.
- Very good skills in Microsoft Office.
- Problem solving skills.
- Effective listening skills.
- Willingness to learn.
- Good analytical and problem-solving skills.
- Up-to-date technical knowledge.
- The ability to priorities your workload.
- Attention to detail.
- Good accurate records keeping.
- At best, practical help desk or customer support experience.
- Logical thinker.
- An in depth understanding of the software and equipment your customers/employees are using.
- Must be a good team player, self-motivated, possessing good inter-personal communication skills.
Additional Notes:
- Must be able to sit for long periods of time.
- Exemplary Attendance and Punctuality.
- Working in shifts and weekends.