Timişoara, Timiş, Romania
Ticket network monitoring for VDF Germany customer via German language / alarms,checking and measuring alarms to be solved or closed. - Processing tickets and allocating them to technicians –discussions with VDF, technicians and with clients to agree on a solution workflow using communication, organization and negotiation techniques, allocation of resources in the agreed contractual times Tracking the evolution of tickets. - Depending on the need and urgency, direct contact with VDF client for optimization and incident resolution. - Escalation management first level support for VDF Germany and Huawei partners - SLA tracking for the entire team and services delivered by GNOC accordingly with KPI and IOA. - Handling communication channels (email, e-space, chat, phone) for answering at various requests - Create new internal tickets in order to support or provide access for partners staff involved in the process of handling tickets. Personal achievement and skills gained - Optimizing Ticket settlement -Organizing resources and allocating teams of field technicians for prompt or SLA settlement. - In the internal OWS system, recommendations for a specific tab, improvement on the SLA description - Training for newcomers
Answering inquiries by clarifying desired information, researching, locating, and providing information Resolving problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems, creating invoices, damage reports and insurance claim file, compliance with different SLA’s, processing penalties, Fleet Management Worked with different systems: ARS, OTRS, Freshdesk, Bitrix, OTA
Answering inquiries by clarifying desired information; researching, locating, and providing information Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems