Cba Tech Café Agent

hace 2 semanas


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

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.
**Disclaimer
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