Cba Tech Café Agent

hace 6 meses

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 post-migration checks.
- Identify and flag any issues encountered during post-migration 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 cross-functional teams.
- Strong problem-solving abilities and attention to detail.

**Preferred Certifications**
- Certifications in ITIL, CompTIA, or relevant areas.
- Prior experience in a customer-facing support role.
- Familiarity with post-migration 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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