About the job
As a Local Command Centre Engineer at Xcellink, you will serve as the initial point of contact for our clients and vendors. You will be responsible for monitoring alerts, responding to calls, chat requests, and tickets, as well as managing the mailbox and addressing incidents or service requests.
Key Responsibilities:
- Receive, log, validate, and diagnose client requests across a comprehensive range of products and services, adhering to established service level agreements and utilizing standard tools, platforms, and processes.
- Employ your knowledge of Managed Services products and processes to effectively address tickets.
- Strive for first call resolution for clients when feasible, following standard operating procedures or work instructions.
- Identify and flag the need for relevant documentation when articles are not available.
- Provide timely updates to clients upon request regarding their pending requests or tickets.
- Collaborate closely with resolver groups and other teams to ensure clients receive timely communications.
- Recognize gaps and weaknesses in existing processes, procedures, and services, and make recommendations for enhancements.
- Exercise sound judgment when escalating issues to higher levels of support.
- Maintain a high standard of service quality to ensure client satisfaction.
