Incident Manager

Incident Manager

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We're growing rapidly. Would you like to join us? 

Join us at Tek Experts. We are a leading global provider of technical support and consulting services on behalf of the world’s largest IT companies. 

With 5,000 employees across six global offices, we have built a reputation for deep technical expertise and providing exceptional customer experiences. We operate a 24/7/365 service across borders, languages, and time zones.

About the role...

Working on behalf of our client, The Incident Manager is a higher-level person, who takes ownership of Customer Support Manager request (CSMR) calls and escalations. It is expected from him to provide faster and more accurate support to resolve the client’s issue. In some scenarios needs to work as a mediator between the customer and the support team.

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What you’ll be doing

    Accept, prioritize, analyze and close all Customer Support Manager requests
    Constant monitor the Incident Management portal 
    Keep and update CSMR logs to reflect the correct CSMR status
    Coordinate communications between frontline and backline resources to ensure the deliverance of the proper level of support. 
    Keep consistent communication with each engineer involved in an escalation and follow up the progress on a weekly or daily basis as required
    Engage and follow up communications with different management lines when needed
    Advice staff in regards to any case handling situation with a customer
    Optimize communication by providing daily coaching
    Comply with and execute appropriately all specific tasks related to the position 
    Send all data and reports requested by his/her direct Manager 
what you'll be doing
skils required

What you'll need

High technical experience
Technical education at a high level is preferable
Previous experience on the software is required
PC experience – comfortable working with Windows operating systems and Microsoft Office Suite
Previous customer service experience is  required

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Incident Manager
My Career. My Future. My Tek Experts.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Are you ready to join our team?

We’re a modern, challenging and fast growing business because of the success of our people. We are waiting for you!

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