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Service Desk Representative
hace 18 horas
Supports Santander Bank billing processes and practices by managing successful transfer of needed information from DN ticket system to customer ticket system and assisting in making billable work decisions in relation to customer contract coverage. Assists in obtaining billing approvals from on-site customer contacts.
Coordinates with remote Global Business Services (GBS) and other team members as needed to obtain needed information to incorporate into the ticket and billing processes.
Assists with proactive user helpdesk services to inbound customer service requests. May assist with diagnoses and resolution of hardware and software issues. May assist in creation and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.
Role will be located within local Santander Bank facility.
Responsibilities- Interfaces with customers and internal departments and helps resolve basic to moderately complex inquiries.
- Addresses issues escalated from less experienced team members.
- Proactively informs manager about potential problems and suggests improvement actions.
- Reports on faulty master data.
- Advises less experienced team members on process and other deviations.
- Defines and recommends working practice and other process improvements.
- Ensures that established KPIs are achieved.
- Displays willingness to support, aid and assist team members and others.
- Effectively manages assigned tickets to ensure proper transfer of needed data and information from DN system to customer ticket system.
- Makes correct billing decisions of technician work performed based on information provided and trained knowledge of customer service contract coverage.
- Identifies areas of opportunity in the operational process for the correct closure of services with the customer.
- Updates required performance indicators including departmental reporting.
- Coordinate / assign activities to department support team as needed to meet business or customer requirements.
- Respond to internal and external clients on performance reports, billing, areas of opportunity and/or other business needs.
Required Qualifications
Education or equivalent work experience required.Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Desk Support.Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
