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Cba Tech Café Agent
hace 2 semanas
Job Summary
Responsibilities
- Receive and process incidents submitted through the CBA Tech Café form.
- Follow up with respective users to notify them of next steps or resolution status, ensuring clear communication and user satisfaction.
- Troubleshoot technical issues reported by users and provide appropriate solutions.
- Maintain detailed documentation of incidents and resolutions for future reference.
- Perform postmigration checks.
- Identify and flag any issues encountered during postmigration checks to facilitate timely resolution.
- Proactively drive issue resolution through ticket war room approach
- Conduct assessments of assigned tickets and follow the established process to achieve resolution within defined timelines.
Education & Experience Recommended**- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a technical support role or similar position.
- Proficiency in ticketing systems and incident management tools.
- Excellent communication skills, both verbal and written.
- Ability to work effectively in a team environment and collaborate with crossfunctional teams.
- Strong problemsolving abilities and attention to detail.
Preferred Certifications
- Certifications in ITIL, CompTIA, or relevant areas.
- Prior experience in a customerfacing support role.
- Familiarity with postmigration processes and checks.
Knowledge & Skills
NA
Cross-Org Skills
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Impact & Scope
- Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
Complexity
- Responds to moderately complex issues within established guidelines.
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