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Project Specialist
hace 1 mes
Company Description
Mphasis applies next-generation technology to help enterprises transform businesses globally.
Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach.
Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.
**Job Description**:
- Monitor daily the open tickets for assigned accounts
- Escalate and work with operational teams as needed to trigger actions required to resolve pending cases as soon as possible
- Engage with Field partners to request updates and services for cases assigned to them
- Do a deep dive research to understand the root causes of metric performance on open tickets
- Develop and implement actions based on research findings to improve resolution and response metrics
- Provide an updated report twice a week with the status of open tickets, showing the weekly progress on closing cases and the root causes for service tickets remaining open
- Attend meetings as need to provide updates, better understand metric drivers, or implement improvement action plans related to the resolution and response metrics for the accounts assigned
- Keep accurate records of assets utilizing SharePoint and excel
- Track orders and process MSL as customer deploy new devices
**Qualifications**:
- English proficiency (written - spoken): 80%
- Highschool diploma (Preferably some college or university studies)
- Experience in short-term projects
- Experience in reporting and data management is a plus
- MS Office knowledge (Word, Excel, Power Point, SharePoint)
- Goal oriented and self-driven
- Ability to provide results from a set of instructions
Experience in creating reports via pivot tables and graphs
- Ensure reports are kept current and be able to analyze data to ensure it is correct and complete
Additional Information
700,000 Colones per month
