Intern - Colombia - Bogota, Colombia - CSG

CSG

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

Role Purpose & Scope

Follow with the L1 technical support activities of CSG's postproduction by learning and understanding the technical issues with customers. Responsible to document any type of activities for customer ticket management, customer escalations, SLA requirements and customer reporting activities.

Primary Responsibilities

Assist in troubleshooting and analysis on L1 call types, with a focus on learning and understanding the issues
Review and update the escalation procedures including pulling together internal and external bridges for additional triage as needed
Assist L1 team managing external customer incidents for the entire lifecycle of the incident regardless of priority
Identify incident details and records those details in the tracking system including:
incident description and customer information,

- component of the product or services affected
- business impacts, workflow and subsequent severity level

Escalates internally customer incidents when unable to resolve within the L
Maintains customer maintenance details and support contracts
Follow up on support issues, which include liaising with both the customer as well as Level 2 and Business Operation team.
Ensure compliance with SLAs and OLAs

Key Outputs & Accountabilities