Empresa: HAYS
Provincia: Barcelona
Descripción: The Role and Accountabilities:

The primary function of the TCS Technical Analyst is to provide general first level analysis, fault isolation and fault resolution for customer reported incidents and enquiries. This is provided for all Colt products using the incident management process, and in line with the Service Centre objectives

Answer calls and Emails from Colt customers in regards to technical queries and incidents
Take ownership for resolving Customer queries and incidents, as documented in Work Instructions, and for categories relevant to role and area of expertise
Coordinate operational relationships, and liaise with vendors and internal Colt teams to resolve Customer queries and incidents
Build and manage customer relationships
Create and follow up on communication plans agreed with customers
Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business
Manage own workload effectively
Carry out systems checks to confirm service status, configuration and presentation
Build a network of contacts within the Colt organisation in order to ensure finding a solution to Customer faults or enquiries in a timely manner.
Participate, when requested, in Continual Service Improvement initiatives representing the TSC and area of expertise.
Provide training and coaching to new starters [+] Ampliar información

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