Proactive Solutions Service Desk Agent

Job description:

• Act as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear Proactive Solutions fleets after service activation (post installation and activation of telematics equipment on vehicles). Make sure customer comes first and customer satisfaction is key.
• Follow-up on customer issues and requests as also regular contact with the customer to ensure transparency and workprogress until solution using internal and external parties as pre-defined in the process. Using of remote diagnostic tools as also live support systems to identify customer request/issue and guarantee efficient problem solution.
• Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database.
• Ensure services meet the established standards of quality including reliability, usability and performance.

Principal Duties and Responsibilities:

• Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels. (First and second level support)
• Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database.
• Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups.
• Follow-up with resolver groups to ensure resolution within service level agreements.
• Proactively monitor availability, performance and health of services and escalate/follow-up issues until resolution.

Experience & skills:

• Bachelor's degree in Business/Economics, Computer science, Engineering
• 3-5 years experience in customer support services including experience of systems, support, diagnostic and resolution
• Strong working knowledge of IT tools and data analytics / mining
• Understanding of ITIL working practices - preferably ITIL Foundations certified