รายละเอียดงาน ▶Providing Managed Service for:
- Contact Center Applications
- Call Routing, Email, Chat Configuration
- Call / Screen Recording and Quality Management
Configuration
- Call Center’s In-House/Customize Development App
▶Providing 1st Tier Support for the following objectives:
- Provide first-line support for Computer Hardware,
Peripherals, System Applications and OS Servers.
- Coordinate and escalate issues with relevant team
members to resolve problems and identify root
causes.
- Assist end-users in resolving basic issues, such as
restarting computers or system service applications.
- Address call and screen recording issues.
- Provide basic troubleshooting for hardware, system,
and application alarms, alerts, job failures, and
issues.
- Guide end-users through troubleshooting hardware,
system, and application problems
▶Provide assistant of using Contact Center application
to Agent User.
▶Provide basic assistant Call Center’s Application
to end - users.
▶Provide Coordinate / Escalate and Remote Support
session to other vendor / Tier-2 Supporter to help
solving the issue and monitor the activities during
remote session to prevent unauthorized activity.
▶Provide consultant and analysis with Vendors to help
mitigate the issue.
▶Provide the Permanent Solution or update Resolution
Playbook to prevent the future issue
▶Gather and Summarize Call Center Application
on the following topic, Incidents, Problems and
Change Request as Monthly Report.
▶Provide Improvement Suggestion to improve Contact
Center Application Performance.
▶Provide Assistant during Change / Project
Implementation and Deployment
▶Provide Assistant for Service Request (ISCR)
▶Perform Daily Check-List Tasks
▶Provide Incident Management:
- Provides 1st Call Resolution for known incidents
- Clarify case detail with users
- Escalate/Follow Incident to responsible team
following to incident SLA
- Monthly incident report
- Other