รายละเอียดงานCall management
- Receiving all calls from customer within agreed repose time and log call in Help desk system
- Provide solutions to customers via phone
- Analysis and solve the failure for HW, SW, application, Operation and Dispatch call to appropriateservice partner
Problem management
- Provide remote diagnostic to customer system
- Monitor progress of calls
- Escalate call which exceed the “Service Level Agreement” criteria
Reporting
- Prepare call log data for manage service report
- Maintenance of call log data
- Manage and document end user manual