รายละเอียดงาน▶Supervise and Manage Onsite Managed Service Team
for providing service of:
- Contact Center Applications
- Call Routing, Email, Chat Configuration
- Call / Screen Recording and Quality Management
Configuration
- Call Center’s In-House/Customize Development
App
▶Providing 2nd Tier Support for 1st Tier Support Team
to solve issues of:
- Provide first-line support for Computer Hardware,
Peripherals, System Applications and OS Servers.
- Manage and coordinate 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.
- Provide troubleshooting for hardware, system, and
application alarms, alerts, job failures, and issues.
- Guide end-users through troubleshooting hardware, system, and application problems.
- Flexible and able to take on additional
responsibilities when needed.
▶Provide consultant and analysis and coordinating with
Vendors to help mitigate the issue.
▶Provide Supervise 1st Tier Support to provide permanent
Solution or update Resolution Playbook to prevent the
future issue.
▶Provide Supervise improvement Suggestion to improve
Contact Center Application Performance.
▶Provide Supervise Assistant during Change / Project
Implementation and Deployment.
▶Provide Supervise Assistant for Service Request (ISCR).
▶Provide Incident Management:
- Provide 2nd support for Investigating and
Troubleshooting Incident.
- Clarify case detail with users.
- Escalate/Follow Incident to responsible team
following to incident SLA.
- Monthly incident report.
▶Coordinate with Technical Consultant Team.
▶Coordinate with Products’ Technical Support.
▶Manage Team Member, Shift, Workforce to meet
with Workload and SLA.