Incident Management Agent - English language

Department: Customer support
Location: 4. Belgrade
Application deadline: 01.06.2022
 

We are looking for new colleagues in the position of Incident Management agent who will be responsible for monitoring, logging, and escalating incidents for more than 100 US customers with over 5000 ATMs in their fleet, 24/7.  

 

Position includes communicating with both customers and our engineers on the field to make sure problems are resolved and customer satisfaction is assured. 

Requires rotation in work hours involving weekends, night shifts, holidays, or sometimes extended hours as monitoring service for US customers is being provided 24/7. 

We are offering: 

·        Career and skills development opportunities and training 

·        An international and diverse work atmosphere 

·        A competitive salary packages 

·        Trizma benefit package (a day off and a present for birthday, various discounts, etc) 

·        Casual workplace environment 

·        40-hour workweek

 

What are we looking for: 

·        Fluency in English 

·        Technical degree in Computer science or higher level of IT knowledge with related experience 

·        Work experience in the area of Customer Service 

·        Strong analytical and troubleshooting skills 

·        Strong team orientation  

·        Sense of responsibility and good organizational skills  

·        Readiness to work with an international team 

·        Strong communication skills required 

 

Duties and responsibilities: 

 

·        Comprehensive ATM management and software support for banks, financial customers with Incident Management Services.  

·        Incident identification, logging, categorization, prioritization, Initial diagnosis, escalation as necessary, resolution, and closure.  

·        Communication with the user community throughout the life of the incident  

·        Communication with other service management processes:  

·        Change management,  

·        Problem management,  

·        Service asset and configuration management,  

·        Service level management and communication with IT service.  

·        Creating different types of Reports on request 



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