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Portuguese Language Specialist

Keywords / Skills : e-Language

1 - 2 years
Posted: 2019-07-21

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Education
Bachelors
Degree
Posted On
21st Jul 2019
Job Ref code
126990
Job Description
Job Description :

o Be the unique point of entry for any support request coming from the business.
o Manage/priorities the TT queue for SMARTPRICE / GOAL, according to SLAs set by the business.
o Diagnose issues quickly. Differentiate between a system/technical issue and a user issue based on limited information provided during TT submission (based on understanding of business processes) Route/assign TT’s to the appropriate owner (IT App Support, SME, etc) depending on the nature of the request.
o Address users related issues in a timely manner and respond to the user in a clear and concise manner.
o Communicate TT stats to SMARTPRICE / GOAL SME, WW Programme team every week (open, closed, SLA tracking)
o In charge of maintaining Policy tables in SMARTPRICE / GOAL : Approvers and finance users profiles, Approval flows, Assignments, Hedge rates, etc.
o Responsible for the Administration of SMARTPRICE / GOAL (related to Policy Manager Tables that feed to SMARTPRICE / GOAL drop-down menus; workflow matrix and Approval assignments).
o Work in tight collaboration with L2 and L3 support teams to make sure issues are troubleshooted to an end and that a satisfactory response is given to users.
Key Skill(s)

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