Job Title : Queue Manager
Working schedule : 17:30-1:30 / 5 days on, 2 days off
Start Date : 15th of Jan
SUMMARY OF POSITION:
This position has primary responsibility opening cases that originate from customers via Procurri’s online Portal, email or phone. The role is responsible for the manual monitoring of all Procurri customer call home events from supported systems. In addition to opening cases the QM is also responsible for triaging and servicing assigned cases in accordance to Procurri & Customer SLAs.
RESPONSIBILITIES:
Essential Job Functions
- MONITOR SUPPORT EMAIL INBOXES FOR INTERNAL AND EXTERNAL CUSTOMER REQUESTS FOR CASE CREATION.
- MONITOR ALERTS EMAIL INBOXES FOR CALL HOME EVENTS AND FILTER EVENTS TO DETERMINE WHICH ALERTS NEED TO BE ACTIONED ON AND CASES CREATED.
- MONITOR PORTAL QUE FOR CUSTOMERS CREATING CASES VIA OUR ONLINE PLATFORM.
- ENSURE ALL CASES ARE PROCESSED THROUGH THE CORRECT ENTITLEMENT TO ENSURE CASE CLASSIFICATION AND SLA ATTAINMENT.
- ACCEPT OPEN CASES THAT ARE ASSIGNED BY OTHER QUEUE MANAGERS OR NOC MANAGEMENT TEAM
- MANAGE ASSIGNED OPEN CASES PROVIDING CUSTOMER RESOLUTION WITHIN THE SLA, I.E. PROVIDING RESPONSES, AND UPDATES.
- ENSURE CASE DATA AND CASE COMMENTS ARE ACCURATE AND COMPLETE AT ALL TIMES.
- UTILIZE PREDEFINED AND UNIQUE RESPONSES AS REQUIRED TO CALL HOME ALERTS, IN ADDITION TO TROUBLESHOOTING MORE COMPLEX ISSUES AS THEY ARISE.
- UTILIZE REMOTE AND DIAGNOSTICS TOOLS AS NEEDED TO ASSIST CUSTOMER IN BASIC TROUBLESHOOTING.
- FOLLOW PRE-DEFINED TASKS AND PROCESSES WITHIN THE PLATFORMS CASE MANAGEMENT FRAMEWORK.
- COORDINATE AND DISPATCH FIELD ENGINEERS FOR REMOTE HANDS REQUESTS WHEN APPLICABLE, ENSURING ALL NECESSARY DETAILS ARE INCLUDED TO PERFORM THE REQUIRED TASK.
- EFFECTIVELY COORDINATE SUPPORT WORK WITH SUB-CONTRACTED VENDORS.
- ORDER/DISPATCH PARTS FROM THE APPROPRIATE DESIGNATED RESOURCE.
- UNDERSTANDING THE ESCALATION PROCESS AS RELATED TO CASE SEVERITY.
- ACCURATE, CONCISE, PROFESSIONAL COMMUNICATIONS INTERNALLY AND EXTERNALLY.
- WORK DILIGENTLY WITH L2 AND L3 AND SME SUPPORT TO DRIVE CASES TO CLOSURE.
- MENTOR AND ASSIST IN DEVELOPING TECHNICAL ASSOCIATES AND NEW EMPLOYEES.
- OPERATE WITH A CRITICAL THINKING MINDSET
- REGULAR ATTENDANCE AND TIMELINESS.
OTHER JOB FUNCTIONS
- ATTEND REQUIRED TRAINING SESSIONS AS ASSIGNED.
- PERFORM OTHER DUTIES AS MAY BE ASSIGNED OR REQUIRED
POSITION COMPETENCIES:
Accuracy: Attention to detail is critical in ensuring SLAs are achieved. If SLAs are not met a Cause Analysis must be performed.
Problem Solving: Has a basic understanding on how to triage and diagnose problems as they pertain to the assigned cases.
Teamwork: Able to work respectfully with all members of the team and is willing to share experience as well as all lessons learned along the way.
Documenting: Providing concise and detailed information into Salesforce on a continual basis.
Adaptation: Learns quickly in the context of an activity when giving the proper direction and guidance.
Contribution: Provide feedback on identifying improvements and processes within Engineering & Support.
CORE COMPETENCIES OF PROCURRI ENGINEERING & SUPPORT:
Quality: The extent to which an employee’s work is accurate, thorough and neat.
Productivity: Can produce a significant volume of work efficiently in a specified period of time.
Job Knowledge: Possesses the practical/technical knowledge required on the job.
Initiative: Seeks out new assignments and assumes additional duties when necessary.
Interpersonal Relationships: Is willing and demonstrates the ability to cooperate, work and communicate with coworkers, supervisors, subordinates and/or outside contacts.
Judgement: Demonstrates proper judgement and decision making skills when necessary
DESIRED QUALIFICATIONS & COMPETENCIES
1. 1-2 years of prior customer facing experience in a technical industry preferred.
2. Strong communication, organizational and interpersonal skills.
3. Computer Skills:Computer proficiency with Microsoft and Internet applications.
Send your CV to : ideal.smajli@procurri.com
Shpallja ka skaduar
