Incident Management Agent - English language

Department: Customer support
Location: 4. Belgrade
Application deadline: 31.12.2023
 

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!

If communicating with both customers and our engineers on the field to make sure problems are resolved and customer satisfaction is assured seems appealing to you, take a closer look at the main duties of this position:

  • 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 and problem management
  • Service asset and configuration management
  • Service level management and communication with IT service
  • Creating different types of reports on request 

What we expect from you:

  • Fluency in English 
  • A technical degree in Computer science or a higher level of IT knowledge with related experience is preferred
  • Work experience in the area of Customer Service is preferred
  • 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 

What you will get from us:

  •  Competitive and regular earnings
  • Opportunity to develop skills through paid training
  • Work in a large, international team
  • Advancement opportunities/Career development

 

The position 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. 

If you want to give yourself a try in the new role, apply and join us!

Only shortlisted candidates will be contacted. Good luck!

 



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